Contact center recordings are no longer an option — they’re a necessity. When agents interact on recorded phone calls, chats, or other digital interactions, your organization needs a way to ensure compliance, provide transparency and reveal insights. These customer interaction recordings enable managers to better coach employees and improve customer satisfaction.
Let’s explore how customer interaction recording solutions can save your contact center from potential pitfalls and help build a better team of customer service agents.
1. Identify areas of excellence and room for improvement
Use omnichannel interaction recordings to identify where your team excels and where you can improve. Review the recordings of your rock star employees. Identify the tactics that work well — and share them across the entire team.
Also, pinpoint practices that aren’t serving your customers and business well. When evaluating success, it’s not just the contact center that needs to perform well. Every individual player in your company plays a role. Awareness is the first step to addressing issues that affect quality management and customer experience.
2. Coach the individual and the team
A call recording system is an essential part of your quality control process. Use your contact center voice and interaction recordings to help your employees succeed. Find those areas where your team or individual employees can improve. Then provide targeted coaching and resources to develop those skills and fill any knowledge gaps.
“We discovered from call recordings that some agents naturally form a quick bond with certain customer types. For instance, a mother will build a stronger relationship with another mother. We can use advanced routing to match agent profiles and provide clients with unique insights for their holiday plans. And then we track and reward those agents who go the extra mile.”
Florian Cabalion
Manager Shared Services Sales
Groupe Pierre & Vacances Center Parcs
Recordings also let you recognize and reward hard work, dedication and growth. As you see employees progress, celebrate their successes. This is a great way to show appreciation and motivate your team.
3. Fast-track employee onboarding
Develop a training program to help new contact center employees progress from agent-in-training to top performer in no time. Collect recordings from common customer scenarios. New team members can learn from the good and the bad, seeing what worked and where things went wrong. Using real customer interactions will prepare them in ways a manual simply can’t — so they’re ready for the real thing, faster.
“The biggest win was that, for the first time, we could bring our new advisors up the curve. Now, we have a platform for achieving desirable knowledge levels and training advisors before placing them in a live customer environment.”
Torhild Torgersen Hage
Senior Project Manager
Telenor
4. Comply with regulations
Every organization must adhere to its local security regulations and company security and safety policies. For some, this means recording all customer interactions.
“Ping An is required by various supervisory and corporate regulations to record every single customer interaction, 100%. Therefore, we must have an extremely reliable interaction recording system. We have been using Genesys Interaction Recording since 2014, with no recordings lost.”
Yu Wei
General Manager
Ping An Finance Creative Application Group
Recording employee-customer interactions can help you avoid fines or even prosecution. A simple miscommunication between an employee and a customer could lead to a lawsuit. Having an audio file of every customer service interaction helps you handle the dispute quickly, amicably and to the benefit of your organization.
5. Discourage ill-intent
Most employees have good intentions and work in the best interests of your company and your customers. Call center contact recording software serves as an added security measure. Knowing interactions are being recorded helps deter inappropriate calls or ill-intent, such as identity theft. Greater visibility into your contact center means you can better serve your customers, support your employees and safeguard your brand.
“Call monitoring capabilities have made a real difference in how quickly our new team members can improve, particularly in handling tricky calls. Having near-instant reviews and coaching available as part of their on-the-job training means they feel much more confident going into the next call.”
Rebecca Goss
Contact Center Operations Manager
Digicall Assist
6. Confirm information without frustration
Use contact center recordings to alleviate customer frustrations and ensure quality.
Let’s say an employee incorrectly documents information a customer provided, such as a claim number. They can refer to the contact center voice recording or digital interaction for the correct information instead of reaching out and potentially irritating the customer. Recordings also allow the employee to see where they made a mistake — and more easily learn from it.
7. Close the customer feedback loop
Whether your contact center troubleshoots issues with air conditioning units or provides sound financial advice, we’re all in the business of solving problems. Your contact center recordings help determine how well your products or services address customer problems.
Too often, these insights never make it out of your contact center. Share key interaction recordings with your product management team or other stakeholders. It may just make you their new best friend.
This data also helps your company remain competitive in your market. Some of the best product ideas and enhancements come from users. Recorded customer feedback can reveal unique ways customers use your product. And that creates opportunities for innovation.
8. Get a holistic view of your contact center
You’re operating over many channels, from social and web chat to email and voice. Call center recording solutions that aren’t natively integrated into your contact center platform can create challenges.
With so much riding on your contact center team’s performance, it’s important to work smarter, not harder. By using collected data, you can take control with a complete picture of your contact center.
Genesys provides end-to-end recording on a consolidated platform, capturing every interaction and screen activity. Choose an all-in-one customer and employee solution with multichannel interaction recording.
