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Agent Performance and Training Enhanced With Call Monitoring Software

June 04, 2012 by Morgan Pulitzer - Last Updated: July 27, 2022

A retail business with multiple locations signed on with CallFinder to better understand how the front line employees at the stores were handling calls. In addition, they used that data to identify agent training opportunities to improve the customer experience.

Background:
A retail business with more than 1,000 locations employs training specialists to review call recordings to use as examples of successful and unsuccessful calls. Because if this, this business wanted to reduce the amount of time the outside call center agents spent on customer calls.

Solution:
The business implemented CallFinder call monitoring software to search audio recordings for positive sales scenarios and uncover instances where the call center fielded customer service-related calls. However, they learned that the calls should have been passed along to the appropriate store locations.

Results:
When training specialists came across a successful sales call in the call recording database, they tagged the call in CallFinder for future reference and downloaded the audio file to use during customer service training sessions for new employees. As a result of an entirely separate search definition, the CallFinder monitoring software also quickly found calls that the call center handled.

This critical call monitoring data allowed the company to take immediate necessary action to eliminate the amount of time call center agents were spending answering customer service-related questions and issues. This reduced their external call center costs.

Read all of our case studies to learn more about how the CallFinder’s call monitoring software helps companies and non-profits identify relevant customer calls for quick follow up and isolate off-script calls to use as customer service training materials.

Schedule a live demo of CallFinder call recording and monitor software today to see how CallFinder can help your business ensure script compliance, or call 1-800-639-1700.

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