I manage a small call centre (12 agents) and in the process of putting a business case for call recording. Could you help me to outline what business benefits and value it brings to any business
Many thanks
Call recording
Call Centre Helper Forum » Call Centre Management
(6 posts)
Hi Cunnison
Taking it from the top
Dispute resolution, Call recording can act as a truthful mediation tool and save money being paid out if someone claims it is your fault when it clearly is not.
Training, to improve quality of service provided to customers and also something that would help with first call resolution so calls are dealt with as quickly as possible to reduce any follow up calls.
Call recording can also be used as a tool to hear what your customers are saying to you in terms of their dealings with you to give you a bigger picture, thus helping you to identify ways to improve your service levels.
Call recording is also good for staff appraisals as you can track their progress from selected recordings.
These are some of the key reasons that may help your case
Hope that is of help
Posted 11 months ago
You might also want to consider screen recording so you get 360 view of what your agents are doing.
Posted 11 months ago
Hi Lee
Id be happy to have a discussion with you on call recording. Feel free to contact me at anytime
John
Posted 11 months ago
Hi Cunnison
I have just completed the very same business case/ process - let me know if you still need help with this. My contact centre is small too so we pretty much would be looking at the same solution
Lisa
Posted 11 months ago
Thank you all for your responses John amd Lisa any help would be much appreciated marcia.cunnison@ssha.co.uk
Posted 11 months ago
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