Why Call recording is a sound investment for your business
For any business you want to see a return on any investment you make. If you identify a piece of software that you think might improve your business you need to be sure that the investment you make will have significant benefits. It’s no different with Call Recording software,
Why Call Recording software is a good investment
- Time saving – Many work hours can be saved with an automated call recording system. Call retrieval is very easy and the software shortens the time required to review an employee’s performance or the efficiency of the overall team. The positive knock-on effect of this is that more time can be spent on the more productive areas of coaching and providing feedback.
- Improving efficiency – Once you know that some workers get through their calls quicker than others, what do you do next? The next thing to do is establish why this is the case and the best way to do this is to listen to the conversations. Once you are armed with this information it’s easy to look for ways to get staff to get through their calls more effectively. It may be that training is required in another area but call recording software can highlight such issues very quickly.
- Better, more focused training – You will never get a call centre team full of people who all work exactly the same way, and that’s perfectly fine. In fact it’s good that you have people with uniquely different skill sets within the same team. However, it does also mean that everyone’s training needs will be subtly different too. Call recording helps to highlight specific areas for individuals to improve and for bespoke training to be put in place for all. This approach can drastically cut resources used on hitherto wasted training modules.
- Stabilise staff turnover – When training is specific and the team works well it’s more likely that people will remain happy. It’s easier to set targets and subsequently reward workers for meeting incentives. If a member of staff truly believes that their contribution is appreciated they’re more likely to remain with the company. Costs associated with recruitment and basic training can be extremely high so anything like call recording that can help stabilise staff turnover has to be positive.
- First call resolution – One of the most important statistics for any call centre is first call resolution. Call recording software allows managers to identify situations and staff members who manage to do this well, or alternatively, not so well. The ability to address issues specifically in this area can make a huge difference to the business.
Whenever you’re taking the decision on whether to make a business investment in software, the first consideration is cost. Thinking about some of the points above, it can be difficult to place an accurate financial figure on the worth of training, first call resolution or similar. However, when you’re able to point to a good number of improvements that can be made through an investment, it has to be worthwhile. Sometimes there has to be a degree of a leap of faith but coupled with good business insight and forethought.
If you’d like to investigate the potential of our products please do contact us or give us a call on 0333 0022 440. We will be able to organise for you to receive a complimentary trial of our call logging and recording software to ensure it’s exactly the right fit. What more could you ask for?