Screen and interaction recording is no longer a nice-to-have feature in contact centres; it’s a necessity. A reliable recording solution ensures compliance, provides transparency into what’s happening in your contact centre and reveals insights you can use to better manage and coach your employees.
Let’s explore how recording and monitoring can save your contact centre from potential pitfalls.
Comply with regulations to avoid fines or legal action
Every organisation needs to adhere to its local security regulations and its 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.”
Ping An Finance Creative Application Group
Recording employee-customer interactions also helps you avoid fines or even prosecution. A simple miscommunication between an employee and a customer could lead to a lawsuit. A recording of that interaction can help you handle the dispute quickly, quietly and to the benefit of your organisation. It could also be the difference between a court date or a meeting for clarification.
The vast majority of employees have good intentions and work in the best interests of your company and your customers. Recording serves as an added security measure. Knowing interactions are being recorded helps deter any inappropriate calls or ill-intent, such as identity theft. Greater visibility into your contact centre means you can better serve your customers, support your employees and safeguard your brand.
Confirm information without frustration
Use interaction 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 recording for the correct information instead of reaching out and potentially irritating the customer. This also gives the employee an opportunity to see where they made a mistake — and more easily learn from it.
Identify areas of excellence and room for improvement
Use multichannel 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 identify practices that aren’t serving your customers and business well. When evaluating success, it’s not just the contact centre that needs to perform well. Every individual player on your company team plays a role. Awareness is the first step to addressing issues that impact your customer experience.
Coach the individual and the team
Use your contact centre recordings to help your employees succeed. Find those areas your team or individual employees can improve upon. Then provide targeted coaching and resources to develop those skills and fill any knowledge gaps.
Recordings also let you recognise and reward hard work, dedication and growth. As you see employees progress, celebrate their successes. This is a great way to show your appreciation and keep your team motivated.
Fast-track employee onboarding
Develop a training program to help new contact centre 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 works and hearing where things went wrong. Using real customer conversations will prepare them in a way that 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.”
Senior Project Manager
Close the customer feedback loop
Whether your contact centre is tasked with troubleshooting air conditioning units or providing sound financial advice, we’re all in the business of solving problems. Your contact centre recordings help determine how well your products or services address customer problems.
Too often, these insights never make it out of your contact centre. 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. The voice of your customers through recordings can reveal unique ways your customers use your product and spark new ideas.
Get a holistic view of your contact centre
This is a “Don’t miss the forest for the trees” caution. You’re operating over many channels, from social and web chat to email and voice. Recording systems that aren’t natively integrated into your contact centre platform can create challenges.
With so much riding on your contact centre team’s performance, don’t manage blindly. Take control with a complete picture of your contact centre. 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 multi-channel interaction recording — and see the forest and the trees.