You are curious about what kind of experience your customers are having as a business owner obviously. It is simple human curiosity at the very least that would have you wondering what is happening on the phones. Aside from curiosity, there are other reasons to look at customer experience.
Customer Service With A Smile
When your employees are offering a pleasant experience for the customers that they deal with, you have little to worry about. Customers who are happy with the experience they have on the phones are likely to return to your business again. At the same time, there could be cases when customers are not receiving the care that they deserve. If that is happening, you need to turn it around right away
The only way to truly know what is going on with customers and your employees is to take a look at the audio mining data. The only way to do that is to literally listen into the phone calls. There is nothing wrong with this of course, you are merely getting at the data. It can tell you so much to just have access to the data that you need. Listening in ensures both better results for customers and a better employee base at large.
Strengths And Weakness
As with most data, you will want to access the strengths and weaknesses of each call. You may be able to isolate what seems to work and what is not working out for you. You can then make the changes necessary to have stronger outcomes in general. Testing the data again from time to time is a good idea to tweak things when necessary.
Contact us to learn more reasons why you may need to listen into phone calls between your agents and your customers.