How Call Recording Can Help with Customer Service Training

Customer service is all about providing a consistent and positive experience. While it would be nice if there was a way to ensure that every customer service representative your company hires was at the same level of readiness on the first day, the reality is that most customer service roles are shaped and crafted through training.

There are plenty of ways to go about training, but when it comes to customer service phone support, utilizing call recording has proven to be extremely beneficial. In fact, many companies offering customer service by phone these days purchase Nice call recording products from Market Communications to aid in their efforts.

Call Recording Lets Trainers Provide Guidance

Because it would be difficult and costly to have a trainer assigned to each phone representative on every call, recording calls serve as a way to retroactively provide guidance. Calls can be recorded at random or based on certain criteria set by your company. You can then have training sessions in which your training manager and the representative sit down in private to listen back through calls.

During this time, NICE call recording software can be used to playback the call or segments of the call that deserve special attention. The representative can hear exactly where they succeeded and where improvements may be needed. Because Nice software captures everything with full clarity, there can be no question as to the tone of voice, inflection, or other aspects of the customer service call experience that can make a difference in perception.

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VoIP Call Recording Can Be Used for Remote Training

Even before the Covid-19 pandemic struck, many companies were already allowing workers to serve customers remotely through virtual phone system. Remote customer service phone support has risen in popularity due to advancements in call routing technology. Calls today can be routed to customer service representatives at home through the Internet. This technology is referred to as voice-over-IP (VoIP), and it allows an Internet connection to function just like a landline phone, complete with a direct number and a way to call out.

Because traditional call recording may not serve as efficiently for training purposes in these scenarios, companies can turn to solutions like Nice VoIP call recording instead. Using this technology, calls made and received over a VoIP connection can be collected and archived digitally for playback at a future date. NICE VoIP call recording makes it easy to organize recordings for examination later, and training managers can take advantage of this fact to conduct training and review sessions remotely.

Be Aware of How Recording Calls May Change Behavior

It’s a good idea to keep in mind that recording customer service calls may influence behavior. If a representative knows that they are being recorded, this understanding may change the way they behave.

This is both good and bad. On the one hand, the knowledge that a call is being recorded may cause the representative to go the extra mile to provide excellent service. On the other hand, you can’t be too sure that the service being provided is genuine or whether the representative is only acting accordingly because they are aware of the recording. As such, it may make more sense to not let representatives know which calls are being recorded and which ones are not. Instead, let them know that all calls are subject to being recorded.

Understand Your Obligations

Whether you choose to record business calls for customer service training purposes or for other reasons, you must understand your obligations to gain consent in your area before recording a call. Some states have very specific laws regarding who can record a call and how many parties to the call must give consent. Failing to abide by these laws can lead to legal challenges and hefty financial penalties.

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