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Your choice of call recording system
should not just be based on how cost
effectively you can meet your legal
requirements, or what system is the
easiest for your support team to
maintain. There is also the consideration
of what benefit you can deliver to your
businesses operational efficiency when
reviewing the physical integration of
the recording system.
The choice of integration can be
simplified by deciding whether you
want the opportunity to hear the
customer side of their contact with
your business or whether you give
greater importance to hearing what
your own staff are doing when they
place the customers on hold.
If you opt for trunk side recording,
every time a customer is placed on
hold you will hear the music mixed
with the customer, possibly happy at
first, but then becoming more
exasperated with each blast of Bach.
This does have the benefit of you
hearing how frustrated they felt.
If you choose to record on the
extension or internal side of the system
then you will follow the Agents
conversations. In this way, you will be
able to hear whether your Agent was
actively working to help your customer
or simply using the hold button as a
get out clause from talking to the
customer while they do something else.
When they are doing their job correctly,
you may hear conversations with other
teams that highlight shortcomings in
business process, that if resolved will
result in happier customers and
improved retention.
The choice of connectivity can make a
much bigger difference than the initial
budget consideration may have
suggested. Sometimes, call recording is
implemented due to a legal requirement,
but correct choice of system can
make that enforced purchase work
harder for you.
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