Training new agents effectively requires multiple methods. Call recording is one of the more beneficial tools for instructing agents in best calling practices. It allows you to identify areas that need improvement from your call center staff. You can also learn about key customer complaints. Call recording can be controversial, so it should meet ethical standards for agents and customers.
3 Benefits of Call Recording
Call recording software offers some valuable benefits, which is why so many businesses embrace this practice. Some of the most important are:
1. Provides Training
New and experienced agents need ongoing training. It’s easy for them to fall into bad habits if you do not monitor calls. You need to choose pertinent recorded calls and review them with your employees. You can point out their performance positives and help correct their weaknesses. This method is one of the most effective ways to foster improved performance.
2. Improves Customer Service
Call recording allows you to identify consumer issues with your service. Are they frustrated by wait times? Do they have problems hearing your agents? Have they been routed to the right department? Reviewing recorded calls gives you insight into the customer’s experience and offers you the chance to make needed improvements.
3. Reduces Liability
Agents can make mistakes that leave your company open to legal action. For instance, healthcare organizations must protect a person’s medical information. You could be sued if an agent discloses claim details to the wrong person. Recording calls allows you to correct this behavior before huge issues arise. In the case of a heated product dispute, a recorded call can be used to protect you against false claims in court.
Differences Between Call Monitoring and Call Recording
Call monitoring and call recording have the same goals but differ in implementation. Call monitoring means that supervisors are listening to certain calls when they are live. They use this technique to evaluate agent performance and understand customer concerns in the moment.
Call recording uses specialized software to record calls that are stored until you are ready to evaluate them. You can listen to them multiple times, which allows you to better dissect the call’s details and your agent’s performance. Both methods are regulated by federal and state guidelines, but the rules are more stringent for call recording.
Ethical Implementations of Call Recording
While call recording can benefit managers and data analysts, customers may be wary of this practice. Agents may also feel more pressure when they know their every word is captured. Because call recording is a sensitive issue, you must implement it ethically and legally to avoid any problems.
Not every state or country requires that you inform the consumer that you are recording them. Regardless of regulations, you should be transparent with the customer. If you do not, they may feel deceived and lose trust in your company. Also, it is an ethical thing to do and will help you create a healthy workplace culture.
Many consumers have already had their personal information hacked at some point, often due to corporate data breaches. You need to implement secure data storage practices that fend off hackers. Your physical building needs to be secure, and you need to use the latest technology to protect online data access.
Omit Sensitive Information
Whenever possible, do not ask for sensitive information on recorded calls, including credit card numbers, Social Security numbers, and medical records. This practice is often illegal and always dangerous. When you must collect payment information, using a PCI payment system will protect your customer. It will stop recording when your agent enters this sensitive data and not record again until the process is finished. Limit client exposure as much as you can.
Train Agents With Ethics
Employees often take your lead when dealing with ethical issues. Teach them to protect clients by keeping their cell phones and writing instruments away from customer data storage. Make sure they do not gossip about their customers when mixing with other agents. Discretion is key.
Also, be clear about the purpose of the recordings, how they will be stored, who will have access to them, and why they may be contacted about them.
Call Recording in Your Business
If you run a call center, you need to use sophisticated call-recording equipment to improve your operation. Capturing and evaluating calls allow you to better train your agents. They can listen to their performance and understand what they are doing well and where they need to improve. You can learn about customer service issues that adversely affect your business, and you can reduce your legal liability.
You should establish clear guidelines on how the recorded material will be used and be transparent about it with your agents and your customers. Stress ethical recording practices and closely monitor your program. When you approach call recording responsibly, your business will see positive results.