How Call recording and Call Logging can help you manage your team
Every business in every industry at certain times has the unpleasant task of managing poorly performing team members. It may be a new team member who is struggling to adapt to the sales environment, a long-time colleague just going thought the motions, an individual collecting a higher ratio of negative feedback or indeed a previously strong performing team member who has lost confidence. Whatever the cause for concern being able to identify and correct the issue can be time consuming, moral affecting and somewhat negative experience for all concerned, call recording and call logging software can give you the confidence to tackle issues directly.
When it comes to managing a poor performing team member call logging and call recording is an invaluable tool to provide employees with documentary evidence of actual performance. Call recording and call logging provide an ideal opportunity to get ahead of the game by setting and monitoring performance targets, correcting behaviours, providing accurate feedback, and where necessary, absolute proof in the event disciplinary proceedings are required.
Being able to instantly recall client/employee conversations and call logs to share with your team or utilising the instantly visible Real-Time Leader board providing up to the second performance data, enables you to take quick, decisive action in highlighting areas requiring improvement and demonstrates your absolute seriousness in tackling issues speedily and effectively. The earlier you recognise a dip in performance the easier it is to correct it.
Coaching in this way can create long term bonds by demonstrating your commitment to your team in coaching and developing performance and rewarding and recognising improvements in under-performing employees. It also, where required and despite your best efforts to the contrary; provides clear and accurate evidentiary support in the face of disciplinary action.
Whatever the reason for managing performance, call recording and call logging is a great value option to ensuring you’re delivering outstanding support to all your team members, it is remarkably simple to install and use, irrefutable, accurately logged, and easily stored, making call recording an absolute must in any customer service or internal sales department.
If you’d like to investigate the benefits of call logging and recording software, or dive straight into getting everything sorted, please do give us a call on 0333 0022 440, or contact us.