Home » 3 Tips to Mine your Contact Center Call Recording Information for Gold

3 Tips to Mine your Contact Center Call Recording Information for Gold

by meghnasoni

Call recordings are an integral part of monitoring, measuring & improving call quality. A quality management training & program without call recordings is just like macaroni without cheese-the pair belongs together. Call recordings give you an insight into what occurred during the interaction between a customer & an agent, especially in case of a dispute.

However, call recordings are not just for quality & dispute resolutions, conversation between customer & agent offers a wealth of information about products & services, sentiment, marketing, policies & much more. In this article, we have mentioned the three best tips to mine your contact center call recording information for gold.

Quality Management

The top reason to record calls is to check & manage the quality. Every good quality management training & program involves listening to & evaluating a sample of call recordings. These evaluations help to ensure agents are adhering to customer experience standards, resolving issues efficiently & accurately, following compliance procedures & much more. They also help to identify the broader training needs.  While being coached on their quality evaluations, agents should be given access to the related recordings as most likely they might not remember the call or they might just remember it quite differently from what actually happened. Furthermore, it is advised to let your agents self-evaluate their call recordings as there are chances that they’ll be harder on themselves than the quality evaluators would be.

Training

Taking that first call can be quite terrifying for a new agent. Even after the most thorough training session, they might still lack the confidence they need to deliver the best on-call experience. A new agent who lacks confidence & faith in themselves will struggle to deliver a good customer experience, and they may even feel that they’re in the wrong job. Playing good & bad call recordings during training sessions might just be the learning & confidence boost some new agents need. It’ll help demystify the interaction process & give agents some real-life examples of what to do or not do. Moreover, call recordings should not just be used for training new joinee, but seasoned agents can also learn from them. Furthermore, it is advised to have a quality analyst’s flag “training-worthy” calls while they are doing quality reviews to leverage in the training sessions later.

Problem Identification

Call recordings are a major source that helps you identify & confirm issues. These problems can range from coupon/gift codes that didn’t work on the website, the defected product, shipping issues, etc. Contact centers are in the business of solving problems, so they are often alerted about the issues before anyone else in the company. However, big issues can be identified easily as they drive a lot of call volume. But certain small issues may fester until some experienced quality analyst notices a trend in the calls they’re evaluating. Contact center services that are good at ferreting out problems add additional value to their organizations. Furthermore, for faster & more thorough problem identification, it is advised to use speech analytics to examine all of your call recordings.

Conclusion

Call recordings are a major source of some really useful information about customers, customer-related & agent-related issues & more. Listening to & assessing call recordings can yield helpful information & identify calls that can be used while training agents, agents’ recognition, and informing other leaders within the company. However, to get even more value from the call recordings, businesses should consider implementing speech analytics tools that can assess 100% of your contacts & provide more actionable insights.

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