Michael Brown
by on June 28, 2019

Many companies are now using call recording software for various important reasons. With business call recording, it is now possible to evaluate the performance of an agent and acquire data regarding sales and marketing as well as customer intelligence. While many agents don’t like the idea of having their calls recorded, what they don’t realize is the software is actually an empowerment tool. This is especially when assessing their overall performance on the job. The agents can directly benefit from call recording in several ways. When interactions are reviewed, the good and the wrong points can be assessed and improved for better performance. Recorded calls can also be used if ever an agent’s actions ever come into question. If a client insists about something that was talked over with the agent, the recorded call can prove what was said and whose accountability it is.

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