Here at TeleRep, we record all phone calls that come into our call center. Our clients have complete access to these recordings. As a business owner, you may have a few questions regarding how these call center recordings work, and how they can benefit your business. Below, we’ve laid out the basics of call center recordings. We hope that this will help you to understand what makes call center recordings such a valuable part of any answering service.
Today, we’re delving into why call center recordings are such a valuable part of any answering service.
How Does It Work?
Telephone recordings have been around for over a century. They originally were recorded on wax disks, but these eventually gave way to tape. Today, pretty much all telephone recordings are created and stored digitally. At TeleRep, our operators have their phone calls stored digitally in customized software. This helps to organize the recordings, and also makes them easier to retrieve.
Quality Assurance
One of the more obvious advantages of call center recordings is that they enable our clients to gauge quality assurance and customer service. If you have ever participated in a recorded call yourself, you were probably informed that the call would be recorded for quality assurance purposes. When you audit a cell center recording, you can gain a decent sense of the quality of support our agent is providing, in addition to the satisfaction level of the client.
Agent Feedback
At TeleRep, we value call recordings because they help us to provide our agents with the feedback they need to deliver the outstanding level of customer service we expect of them. These recordings are an exceptionally valuable tool when we are training our new agents in particular. Additionally, any feedback you have for our agents can be passed along as well.
Dispute Resolution
Regardless of the level of customer service provided, a few disputes with escalated callers are inevitable. Sometimes these disputes could evolve into a quality assurance concern. In this situation, call center recordings can be an extremely helpful way to resolve these disputes. Disgruntled customers have even been known to lie about the information that was provided to them by customer service agents. Call center recordings help us to verify that our agents match the high standard of excellence we hold them to.
Contact TeleRep Today!
If you are ready to install a call center service for your business, TeleRep is here to help. If you still have more questions, our trained professionals are ready to answer them. We know how important customer feedback is to you and your business, so let them know that you care with an answering service. To learn how TeleRep can help you today, visit us online or give us a call at 1-800-638-2000. To keep up with our work and to see what we have been up to, be sure to follow us on Facebook, Twitter, LinkedIn, and Pinterest.