Discover Recording Software
This call may be monitored or recorded for quality assurance purposes.
We have all heard this recording on a call, whether inbound or outbound. But does it really mean? Simply put- these recordings ensure that the quality of each and every call is handled to meet customer expectations.
Call centers really do listen to what customers and clients are saying. Recording software records details of inbound and outbound calls, ensuring that no pertinent metric is missed. No matter how detail-oriented your agents may be, it is only normal to make mistakes. Call center recording software is there to catch what may fall through the cracks, while collecting important client and customer data. Additional benefits include:
According to consumers, customer service agents failed to answer their questions 50% of the time1. Needless to say, many clients and customers will have a difficult time gaining trust in the agent if they are not fully knowledgeable on their product or service. Agents who are not confident with their product knowledge can cause apprehension or loss of potential sale due to faltering trust. By utilizing this data, managers are better able to identify key areas where agents may need further training and/or sharpening up an agent’s product pitch.
Critical to the call center business and the agents, performance reviews can help improve productivity for everyone. Recordings can be analyzed and often agents are encouraged to listen to themselves interacting on customer and client calls. Improved efficiency and company standards are beneficial for overall call center sales and success.
User be aware
While this software agent/customer interactions, there are laws, regulations and rules that users must adhere to. Failing to stay within compliance with said laws, regulations and rules, could lead to financial and legal consequences. That is why it is pertinent to work with an experienced and professional call center software company. Enter: CallShaper.
Originator of a cutting-edge cloud-based call center platform for efficiency- and compliance-minded directors of inbound and outbound telemarketing call centers, CallShaper will help you to achieve your business goals and keep your recording software within legal compliance. The CallShaper professional team will get you on the right track to success while providing the genuine customer service that you – and your customers – deserve! Call us today.
CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency.
1 (Harris Interactive)