Many businesses use call centers as their primary source for customer contact. As the “voices” of a company, call center agents represent a critical function for promoting a positive brand reputation. They are the initial point of contact for a customer, responsible for disseminating information, answering inquiries and facilitating all customer needs. But of the many duties that agents perform, processing complaints may very well be the most important of them all.
Benefiting from Complaints
The manner that complaints are handled by an organization will often leave a lasting impression on a caller. In order to increase the chances of success in resolving customer complaints and issues, numerous businesses now use call quality monitoring systems to maximize their efforts in this area.
Call monitoring and call center recording — which often incorporates speech analytics technology to locate useful points within recorded conversations — have proven to be valuable tools in multiple ways. They help organizations to dissect particular complaints and to pinpoint areas of customer dissatisfaction, enabling them to become better prepared to have solutions at the ready. They also allow management to monitor agent performance and subsequently improve training surrounding problem and complaint resolution.
As many businesses realize, customer complaints can actually be turned into an advantage. They can help uncover areas of weakness within an organization’s products or services. And when complaints are properly handled by courteous, well-trained and attentive agents, customer loyalty is increased, allowing a company’s reputation to be likely enhanced in the process.
Capture the Voice of Your Customers
To learn more about CallFinder speech analytics and how this powerful call recording and search solution will benefit your business, please contact a CallFinder Specialist at 1-800-639-1700 to schedule an online demonstration.