Linking your recorder to your business data
Hearing a customer complaint firsthand or listening to what they are telling you about your service is one of the most useful business analysis tools you can have. Call recording systems provide raw data for this application but can fail to provide sufficient search criteria to find the data that is of real value. Metaphorically, you need to separate the wheat from the chaff. But how?
What you essentially want to do is search by customer information, not the time of the call or duration. You need to search for important calls like those where customers have spent over £5000 this month. Your call recording system can now be integrated with your business software, enabling you to add valuable business data into recorded calls. This makes it easier for you to identify all those important calls. This can be done with ‘Browser Update and Record’ from Business Systems. With this application your staff can add business information to the call, such as a customer reference or whether it was a ‘good’ or ‘bad’ call. Being able to pinpoint those vital calls searching on virtually any criteria you want provides an invaluable business tool. You can be completely in touch with the issues that drive the business.
Secure Browser Access to All Staff
Probably the ‘chosen few’ have access to recorded calls, and may continually be put upon to find calls on other people’s behalf. Maybe staff could benefit from listening to their own calls, but they must access calls in a controlled and secure manner. With ‘Browser Update and Record’ from Business Systems telephone based staff can have access to their own calls via a simple web browser. Full user administration facilities provide security and allow different levels of access. With staff being able to access their own calls they can easily check back on a call to verify information, which helps eliminate inaccuracies. Management can also encourage self analysis (an effective and proven method of training).
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