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Call Recording Systems

Many call centers purchase and use call-recording systems in order to improve the performance of their call centers and to better monitor their employees’ professional growth. However, some are unaware of the full potential that such systems offer and their ability to fundamentally change organizations by providing them with meaningful managing, training, and analysis tools.

Consider how a fully documented environment might affect the workers populating it. The implications of upgrading a business by installing such systems are far greater than technological; they are organizational and cultural. Call recording systems have been consistently proven as an effective tool, shown dramatic changes in call centers’ performance, and presented increased productivity rates. This is not solely due to their ability to record a call, but rather, for the cultural side effects that follows.

How can your call center better utilize such change and what might contribute to a smooth progression of the complementary process?

Communicate with your employees: make sure they know you're on the same side as they are. Many workers might feel threatened by the new technology: they may look at it as a mean to keep a closer eye on them, whereas call recordings and screen activity capturing should benefit them: explain to them how a documented conversation can be used to prove a worker's point in an argument or a dispute. An employee that follows company's procedures and regulations will always enjoy a recorded proof of their communications.

Train your employees: use past recordings to let your employees learn from real communications, in order to get a life-like training. Utilize recorded content to bring up "How to" examples, and to overview past mistakes, made in the call center.

Evaluate your employees: you can essentially study your worker's quality performance, abilities, confidence, communication skills, and progress by producing an individual report per employee. Be sensitive enough to communicate your intentions accurately; don't let the employees feel haunted; and try to convey messages of opportunities, personal development and most important- positive recognition.

Recognize patterns and get insights: the recorded content will uncover the information behind the "dry" statistics you are already familiar with. For example: if you have gathered information pointing a buffer or a difficulty in a process, you would now have more tools to analyze it and solve it. For example- if you have realized costumers have difficulty handing out their credit card number- with the calls being recorded, you can observe worker's behavior in the communications, and better overview their skills.

Get better understanding of field work: managers/executives usually hold a wide perspective that allow them to see the framework of call centers. However- taking the time and effort to listen to recorded communications can effectively teach you about the casual day-to-day challenges your junior employees face.

In conclusion, call recording systems have the potential to bring your call center to a higher level of customer satisfaction, performance and training abilities. Implement the system with a worker oriented approach and keep in mind the ultimate truth about systems, as great as they may be, is that "the technology should work for you, not the other way around".