Reading through some of our recent case studies, it’s surprising how much in common our customers share when talking about what they want a call recording or quality monitoring (QM) system to deliver for them. This article picks out three common themes which we hope will help you when thinking about your own investment or upgrade.
1. WILL IT HELP ME RUN A SLICKER OPERATION?
Many of our customers who have bought into the technology are committed to reducing inefficiencies and labour intensive processes. Their aim is to resolve customer issues quickly, learn from mistakes and build better relationships with customers. They are using the technology to remedy these areas and report back on improvements made as a result. Neil Nasser, Customer Services Manager at Hexagon Housing recently built a business case for call recording by identifying how the organisation could better meet the needs of residents and help improve rent collections through improved communication and service.
2. WILL IT EMPOWER MY STAFF TO TAKE ACTION?
The ability to pull together quickly under pressure cannot be underestimated. Call recording and quality monitoring tools give you the ability to deal with issues as they occur using tools like live monitoring. Simplicity also plays a factor, we are seeing increasing interest from customers who want an easy to use technology that minimises their reliance on others to find and playback their calls. Cheryl King, Head of Call Centre Operations at Betfred comments “When a customer query now occurs, finding and playing back the call couldn’t be simpler. Instead of telling the customer ‘we have to get back to you on that’, we can now instantly deal with the query as and when it happens”.
3. WILL IT DELIVER ONGOING REWARDS AFTER IMPLEMENTATION?
It’s not just about getting the technology in and working quickly. It’s about working with someone who can provide you with updates of the latest technology advancements, new features and software updates and once you’ve reached a plateau, knowing there is still more you can do with the system. Taking the time to thoroughly train staff up in how to use the call recording or quality monitoring system will help a lot post implementation. As Lin Hinkley, Customer Services Manager at Knauf nicely puts it “we are on a journey of discovery, identifying which features will best benefit us in future.”
If you’re considering a new call recording or QM investment, get in touch with us now to find out what other tips we can give to help you make the right choice or call 0800 458 2988.
