By Laura Waterton
Call recording is an excellent way to train, monitor and assess staff. Create playlists of experienced staff handling calls to train up new employees and listen into live calls to offer support. Assessment tools like Quality Measurement and speech analytics are an excellent way to review call samples, identify training gaps and spot trends.
Listening to your customers is the best way to understand their needs. By tagging calls associated with a complaint or issue, or scanning a sample list for customer emotions, you can quickly build up a picture of how important and widespread a query is and respond.
Misunderstandings and disputes may be inevitable but call recordings can clear them up quickly. The ability to review who said what can prevent costly court escalation and provides legal evidence if needed.
£8.3 billion was overpaid in benefits in 2022-2023 due to fraud and error.* Simply informing callers that you record calls can be a deterrent to fraudsters, and recordings can provide vital evidence in an investigation, making the investment worth it many times over.
Staff need to be looked after and verbal abuse shouldn’t be tolerated. Capturing conversations provides evidence against harmful behaviour and supports injunctions where needed.
Whilst it’s important to ensure information is correct, waiting for written documentation can delay critical action. Capturing verbal information or consent on a call means that processes like changes to circumstances can be actioned more quickly. Ideal for areas like benefits or social care.
How Oak can help
ClarifyGo call recording for Microsoft Teams helps deliver all of the above. It also fits with your existing telephony structure, which makes it easy to get up and running.
* For full stats, visit www.gov.uk