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Call Recording Can Benefit SMBs |
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| Call recording has long been an effective tool in the call center industry to help drive efficiency, productivity, training and compliance. What many organizations may not realize is that call recording can be used in numerous industries outside of the call center to bring benefits for the organization and its customers. |
| 18 Feb 2007 |
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By Susan J. Campbell, TMCnet Contributing Editor
Call recording has long been an effective tool in the call center industry to help drive efficiency, productivity, training and compliance. What many organizations may not realize is that call recording can be used in numerous industries outside of the call center to bring benefits for the organization and its customers.
Customer service is important in any business, whether customers are end-users themselves or other companies act as the provider. Even in the government sector, citizens, or customers, must interact with call centers to gain information or assistance. In the competitive commercial sector, the level of service delivered is often the differentiator that the company can leverage in the market.
Customer disputes can also often arise which may impede the level of service that is delivered. Either the employee gets flustered as a result of a frustrated customer or the customer doesn’t stay with the call long enough for issues to be addressed. Recording the call can help managers to determine the cause of the frustration and what can be done differently in the future to prevent a reoccurrence.
Small businesses can also use call recording to enhance employee productivity. While it is not meant to micro-manage the employee, call recording can help to improve employee productivity by identifying processes that are poor in design or function. Business managers or leaders can then make necessary changes to improve processes that will effectively improve productivity.
Recording calls in the small business can also help to ensure that the organization meets all legal and contractual obligations. In the insurance industry, for instance, a customer may call on several occasions regarding a particular claim. Having each of those calls recorded ensures that the company has all pertinent information and safeguards against any attempt to commit fraud on the part of the customer.
Call recording can also be used to implement more targeted training for employees. A one-size-fits-all training plan is not effective as each employee brings to the organization a different education and skill set. By identifying strengths and weaknesses through call recording, the organization can design training according to the individual employee’s needs to be more effective.
There are many companies that offer effective call recording solutions. One company that offers such solutions that are specifically designed for the small and medium business sector isTelrex ( News - Alert). Through exclusive focus on VoIP , Telrex focuses on bringing advanced technology solutions to small and medium business that were not previously economically feasible.
The benefits of call recording in any industry are too great to ignore. Investigate the different offering available to find one that can be specifically designed to meet the unique needs of your small or medium business.
Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page. |
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