You already know that call recording can help you improve the performance of your customer service representatives. There are lots of reasons to invest in call recording for your business. In
some states and for some industries, it is demanded by regulations, but for others, it is simply a tool that managers can use to review the interactions their employees have with customers and use that information to improve the performance of those employees. But how exactly can you use the information you glean through call recording to improve your employees’ interactions with your customers?
- Find communication breakdowns.
One of the biggest causes of losing clients or customers is misinformation. Either they do not understand what your rep says to them or your rep does not provide them with the right information. This isn’t necessarily your representative’s fault, but knowing that this is happening and training your representatives to deal with it can help to reduce the number of customers or clients that you lose because of a breakdown of communication while your representatives are on the phone.
One of the most valuable pieces of training you can provide your reps with will be first, the ability to discern whether or not someone is understanding the information they are being given, and second, how to make sure that they are providing the clearest and most accurate information to the customer.
Call recording will give you the ability to determine how often those situations are happening, if they are happening more often with certain reps, or if they are happening with certain types of information, which will then allow you to provide training to your customer service reps about those specific situations and how to better handle them.
- Establish points of frustration and eliminate them.
Your reps probably already know that expressing their own frustration or annoyance with a customer is not going to get them very far when it comes to calming that person down and providing them with any kind of help, but that doesn’t mean that they do not occasionally let their own frustration get in the way of retaining a customer.
It is very easy for an individual to get annoyed on the phone, especially when a customer has called in just to complain about something that the rep himself does not have very much control over. Everyone gets frustrated, but every customer service rep knows that it is much more effective to stay calm. You may not even know that some of your reps are having this issue until you listen to their recorded calls and hear the tone of their voice and what they are actually saying to the customer.
This gives you the opportunity to identify situations in which some, or all of your reps are getting frustrated, and to develop systems for removing your reps from those situations or for helping them learn not to take out their frustration or annoyance on the customer.
- Identify questions your reps are unable to answer.
No customer service department, no matter how well staffed, will always have all of the answers. Your reps will eventually get questions that they do not know how to answer. While some reps might write these questions down and go looking for answers, many will just tell the customer that they do not know.
If your department is getting a high volume of questions (or even just a single question) that they cannot answer, the inability to answer could be driving away hundreds of customers, and you might not even know this is an issue until you listen to the recorded calls and hear these questions popping up again and again. Use call recording to find these situations, write down the questions, and find the answers, so that you stop losing customers to unanswered questions.
While live-monitoring calls can provide you with plenty of great information about the successes and failures of your customer service department, you cannot always monitor every call, all the time. Call recording software gives you the opportunity to go back, look at calls, look at transcripts of those calls, and even search by keyword. With this tool, you have much more information available to you, enabling you to provide your staff with training that actually improves their interactions. If you are just listening in on calls, you might not discover these problems until they have been occurring for months. With call recording, you can hear them the very day they happen, so that issues can be corrected quickly.