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Cover image for How call recording software aids in improving the calling agent's productivity?
aileenscott
aileenscott

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How call recording software aids in improving the calling agent's productivity?

Call recording software is a technology that allows a business to record all the calls of a business; it includes both incoming and outgoing calls. It is a cloud-based technology where the entire call log data is stored in the cloud. This makes the data safe without the risk of being lost and at the same time; it also offers easy access to business executives and agents.

The call recording software aids in improving the calling agent’s productivity in many ways, some of the benefits are as follows:

1. Connectivity without barrier: Call recording software helps a business to maintain the quality of the service as well as communication standards. With every recorded call assessing and analyzing the quality becomes easier. The important factors that contribute to calling agents' productivity are seamless connectivity without any distraction or occupancy of recording calls, taking notes, dialing, routing, etc. An agent can completely contribute to the communication and use their expertise that strengthens customer engagement and better service delivery.

2. Agent performance measurement: One core feature of call recording software is that it gives an in-depth analysis of the auto-recorded calls. Thus, a business can keep track of the whole call conversation. It includes providing a business with call details of the customer as well as the agent. For the customer; data related to name, call concern, call location, etc. is recorded. On the other hand, the key performance indicators of the agents are also recorded.

The key performance indicators of the agents include call wait time, resolution time, customer engagement rate, options provided and guidance to the customer, behavior during the call, etc. When all the parameters are recorded, it makes the agents accountable along with maintaining transparency as well as professionalism. It can be used as a tool for agent training purposes. The training can be focused on developing strategies to improve calling agent’s productivity by developing skills to offer specific services within a short period.

3. Saves time, energy, and resource: As every call is auto-recorded, it reduces manual work. The reduction or no manual work engagement also includes the work of recording calls and analyzing. When there is no manual engagement, there is no risk of missing to record calls. It reduces the workload and manual burden of the agents. It offers the agents valuable time that can be used to reach more customers and offer efficient service.

4. Easy conversion of text-to-speech: Call recording software solution can be integrated with text-to-speech software that provides better insights into the customer call quality. It helps in easy keyword spotting that can be used by a business to learn about major customer issues.

A business can draw out the pattern of the keywords used along with the frequency and strategize modules or tools that would help to strengthen the agent’s productivity. It also helps in understanding which area or service needs more engagement and it can be redesigned accordingly.

5.Handle customer disputes: With automated call recording, the calls are safely recorded, stored, and can be accessed that at times helps a business address customer disputes. It can help an agent to provide evidence to the executives and the business in terms of the agent's accountability and service delivery. A business agent can completely reply to the recordings for their professional behavior that they are accountable and trained for. It gives them the confidence to provide their best without any doubt, with being backed up for every customer agent communication. It also provides a safe and secure work environment for the agent that further enhances their productivity.

As a call recording solution takes care of everything for the agent it gives time to connect easily with the customers. With more customer engagement, an agent can use their skills and continuously work to polish them. It helps them to learn refined techniques which strengthen their self-performance as well as overall productivity.

Knowlarity is one of the popular call recording software solution providers. It is preferred by businesses of all sizes and in every industry. A business can consult the experts of Knowlarity before buying the solution. It also offers demos and trails which makes a business more comfortable and sure to invest in Knowlarity.

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