Every day large businesses are flooded with calls from customers and potential customers. These people calling in frequently want to know about the products they are considering buying. They usually either have a question or a complaint about the product. The company has a choice at this point to use call recording technology to collect data about all of these inquires.
Using Call Recording Technology
Clearly, if a business is planning on using call recording technology, then it needs to let those who are being recorded know. A simple way to do this is to have a message at the beginning of the phone call that may say something like this:
This phone call may be recorded for quality control purposes.
This is a simple message that lets the caller know that he or she may be recorded and what that recording is going to be used for. It leaves less up in the air, and makes callers happier.
Things To Listen For On A Call
There are any number of things that one may be interested in listening for on a customer call. Important bits of data come in different forms, and some may be relevant to one business while they are not to another. The bottom line is that some of the common things listen for would include,
- Frequently occurring customer complaints
- Poor employee performance
- Frequently asked questions
These three criteria are important to listen for because they provide insight into changes that could be made in order to improve the experience that customers are having.
How To Use The Data
Obviously, listening in to every call is not a possibility for any human being. Instead, computers are used to keep track of and interpret the data. They can highlight areas that a human being may want to listen to in order draw better conclusions about what to do next.
Contact us if you would like to know more about call recording and why you should be using it.