Every day, millions of vital business interactions take place around the world, as contact centres interact with the organisation's clients and customers over the phone, via emails, chat and instant messaging. In this complex environment, the ongoing challenge is how to extract the value hidden within unstructured multimedia interactions and provide decision-makers with the necessary insights into their marketplace and customer base. The contact centre is ideally placed to help them improve business processes, enhance sales effectiveness and increase productivity.
It’s a good idea to keep track on how calls are being managed, so you can quickly and easily pick up any issues in your contact centre and have them resolved. Voice Recording allows this to happen.
Voice recording is used by many organisations as a means of verifying what has been said by customer and the agent to protect themselves contractually and legally. However technical developments in IP recording and analytics are providing many other benefits across the organisation from people development through to brand development.
So in addition to providing contractual protection CCT’s suite of products offers the facility to record calls so that you can follow how your staff are coping, and fix any problems that your staff may be experiencing.
Voice Recording allows HR to identify areas where staff are struggling, identify who may need training, and develop new targeted training programmes. It can allow you to identify what makes customers angry or impatient, and train your staff to avoid these situations.
Voice Recording is an invaluable tool when you are trying to improve staff attrition, customer satisfaction and design training programmes. We can even pick up on customer intonation, so that you can deeply assess any situation.
Over the last eleven years CCT have implemented and supported over 30 sites in Finance, Insurance, Leisure, Travel, Tourism, Retail, Emergency Services and IT using voice recording systems of various levels of sophistication. CCT is therefore well placed to advise on the best approach for you.
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