Recent reports have shown that the use of recorded calls in training for new or long-term employees can have a positive effect on business phone interactions and customer services. Ian Hilton, Director of Tech Advance and a keen advocate of its usage, believes that the process is underestimated and underused.
Call Centre Helper reported that using call recording for training meant businesses can “build a tangible evidence-base against which they can consistently audit the quality of customer interactions. Having access to recordings means that an organisation can easily demonstrate and define what good and bad calls sound like in individual or group [training sessions].”
This also means that when conducting one-on-one evaluations with employees, managers can objectively use evidence to show why a call went good or bad. The report goes on to speak about how a more personalised and effective training strategy can be implemented around the recorded calls.
Ian Hilton is an expert on call recording and its many different uses, and believes it can help managers pinpoint specific areas of improvement that would otherwise have been missed.
“Call recording can be used to make a copy of every single call made in a business, and can be easily integrated into existing phone systems with minimum fuss. It can be really useful for training purposes and help staff improve their sales technique if they can review real conversations, both the good and the bad.”
“Managers can regularly monitor and record calls to makes sure best practices are being followed and to jump in if an opportunity is being missed. It’s estimated that one to two sales a week can be saved this way.
He concluded: “Naturally call recording has its other uses. Incidents can be resolved easily and quickly if you have a recording of the telephone calls. It’s also useful if you need to hold details of your client communications for marketing purposes or to comply with FSA regulations.”
Any person considering interception, recording or monitoring of telephone calls is advised to seek independent legal advice and should not rely on the general information provided above. Property Aspects and Tech Advance accepts no liability or reliance by any person on the above information. The latest regulation for monitoring or recording telephone calls can be found in full in the following publications: –
- Regulation of Investigatory Powers Act 2000
- Telecommunications (Lawful Business Practice)(Interception of Communications) Regulations 2000
- Data Protection Act 1998
- Telecommunications (Data Protection and Privacy) Regulations 1999
- Human Rights Act 1998
If you have any more questions about call recording, please feel free to contact Ian via Tel: 0845 389 2311 or E-Mail: firstname.lastname@example.org