Call recording software most certainly provides value to call center managers, supervisors and even business users in the form of customer intelligence, agent performance, sales and marketing data, etc. The same holds true for agents themselves. Sure, it is true that many agents don't like the fact their customer interactions are being recorded. This means that their supervisor, team leader or even senior managers can listen to their calls, and who likes that?
Looking at call recording from a different perspective, however, sheds a whole new light on its potential value to agents. For aspiring and self-aware customer service/sales agents, call recording can be one of their best utilized tools in terms of their overall job performance.
These assertive and performance-conscious agents can directly benefit from call recording in a number of ways, including:
If you are a call center manager or supervisor, make sure your agents (sales or customer service) are leveraging their recorded conversations in these ways. It is sure to boost morale and improve their performance.
Source: https://blog.orecx.com/blog/call-recording-an-agent-empowerment-tool
Publish Date: January 23, 2019 |
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