The benefits of call recording and logging in IT support centres
We’ll keep this introduction brief, since we’re sure you’ve heard plenty of sales spiels before. If you operate an IT support centre we’d strongly recommend investing in call logging and recording software. Indeed, there are numerous reasons why you should.
Call logging and recording can be used to…
Monitor and manage call volume more efficiently
If there’s one kind of environment that handles more calls than anywhere on the planet it’s likely to be the IT support centre. Indeed, at a time when everyone is connected to a device of some kind, you’re always going to find a consumer or business in need of guidance from an IT support centre. So, how do you know that your centre is operating efficiently and productively? Call logging software will show your support centre operatives exactly how many calls they’ve handled in any given time-frame, as well as demonstrating how and where they were allocated across the premises. This kind of data is absolutely vital to call management, and will ensure that no one has to wait too long before their concern is addressed.
Implement training strategies
IT call centres operate so efficiently because of the team members employed to handle their calls and queries. While there are numerous armchair detectives and amateur techies out there, it takes a special kind of employee to effectively handle a query, offer advice over the phone, and organise the right kind of support. You must ensure that your team members are trained in every aspect of the job long before they hit the support centre floor. One of the best ways to accomplish such a task is to pre-record your team members’ phone calls, and play examples of the best and worst to trainees. They’ll soon learn what’s expected of them, and what’s out in terms of conduct.
Check call quality and compliance
In much the same way that trainees must be up to the job before they’re allowed on the support centre floor, you need to be able to monitor current employees too. We understand the nature of business; standards can slip if you’re not careful. Call recording software will enable you to listen to any phone call you choose quickly and simply. You’ll also need to make sure that your representatives are operating compliantly, particularly if you handle financial details at any point. Again, our call recording software will enable you to choose any phone call at random, or a particular call made to a specific employee. Concerns can be allayed, or confirmed, in no time at all, enabling you to take appropriate action.
Log complaints and handle disputes
Information technology tends to bring out the best and worst in people. When they’re working computers, the Internet, and networking systems are perhaps humanity’s greatest asset, and biggest accomplishment. However, when they fail it’s the IT support centre that hears about it first. We understand that such issues can be frustrating for both parties. Call recording software comes into its own under such circumstances, ensuring that there’s an accessible log of every issue a complainant may have had. Such information is great for the sake closing cases, as well as being vital if a consumer or business should raise a dispute. Call recording eliminates the need for nasty cases of ‘he said, she said’, and provides evidence should a case be taken as far as court.
If you’d like to revolutionise your IT support centre’s operations and manage your time more effectively, please do contact us or give us a call on 0333 0022440. We offer free trials of our call logging and recording software so that you can see how it will benefit your business. Go on, what has your business got to lose?