An ever increasing number of companies
across a growing number of market sectors are now
adopting voice recording technologies for a whole
plethora of reasons. Most, if not all companies are
striving to secure the best price / performance product
in the market that will satisfy their specific requirements.
The key driver however, in the choice of a voice
recording solution should be based on the products
ease of use and ability to retrieve and playback
high quality recordings. Read more…
In an era when it takes seconds
to send information around the world, make purchasing
decisions over the Internet simply by clicking
a mouse, and conducting business transactions over
the telephone on a 24x7 basis via specialized call
centres – why is it that companies still
rely on their employee’s (fallible) human
faculties to remember precisely what was said during
those all important telephone calls, when (remembering)
to faithfully transcribe their recollections/notes
of those conversations into the central database,
or to correctly implement the instructions received
and remembered.
Whilst monitoring of calls can
be seen to be obtrusive, very many employees now
accept voice recording as a huge benefit in that
it also protects them from malicious accusations
and erroneous claims that mistakes have been made.
The ability for individual employees to quickly
and easily play back a telephone conversation to
double check precisely what they were asked to
do by a customer provides an enormous feeling of
security – and the ability to quickly and
easily dismiss any fatuous claims that the employee
acted improperly in any way – and also enables
the employer to quickly deal with a situation without
the need for a lengthy argument about who said
what to whom in an attempt to find out who was
telling the truth.
It should be appreciated however,
that there are many more benefits available to
businesses using voice recording than the singularly
most important one of recording telephone based
transactions for use in possible dispute resolution.
It can also be used as a very powerful monitoring,
management and training tool for improving the
performance of any organisation’s staff.
Given the ever-increasing demands on businesses
to provide courteous, timely and accurate information
to potential customers and callers, the ability
to monitor, train and voice record your front line
staff is invaluable in maintaining, and even improving,
your customer service levels.
Monitoring the first point of
contact with any organisation is crucial in ensuring
that the caller is greeted in a professional, courteous
manner and, once transferred to an appropriate
person, provided with concise and accurate information
in an equally courteous manner. The very fact that
your employees know that they may be being recorded
and may be being listened to is a great incentive
to think twice before they speak enabling them
to provide that extra special effort in customer
satisfaction – because at the end of the
day your company is only as good as your customers
perceive you to be!
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