Call recording will improve quality in your operations
- Do you know if your new operators mention the up-selling options?
- Could you train your operators using real life best practice call material?
- How much information is lost in your front office in a regular customer complaint?
- Did your operator really say what the customer claims?
- Can you record only one side of a call to protect customer privacy?
Quality assurance in call centers
With hundreds of thousands of new call center seats being added every year around the world, the call center industry is growing with no sign of slowdown. As call centers and call center projects get larger, maintaining high quality customer communications becomes a challenge. With CARIN you will find technical solutions that will allow you to replay calls for evaluation and see the screen of your operator to analyze how your software tools where used during the call. Call and screen analysis closes the quality loop in your call center, allowing you to plan more effective operator training and design more optimal resource allocation.
Train sales force with best practice
In the pharmaceutical, medical devices, hospital products, financial services and information technology industries your sales force sells fairly standard products and services and have more or less the same market and customer opportunities. Yet there is significant variation in the results of individual representatives. Recording calls of your top performing sales people on a voluntarily basis and presenting them to your whole sales team is a way to appreciate good results and spread best practice. In case your local laws prevent silently recording customer calls, or you feel that announcing the fact recording is disruptive for your customers, you can decide to record and play only your sales persons voice for training purposes.
