Call Recording: It's Not Just For Compliance Anymore

摘要

Gone are the days where call recording was a necessary and expensive evil, performed minimally if possible for compliance reasons and just to keep the contact center agents on their toes. Now more organizations see recording as heaven-sent means to improve customer satisfaction and revenues and boost productivity. They are also seeking these tools to slice expenses like average handle times and new customer acquisition costs, which are five to 10 times the pricetags of retaining existing buyers.rn"In this recession there is an increased awareness by companies to make sure that customers keep on getting a good experience, compared to the last recession where cutting costs was all that mattered," explains Jim Davies, research director of Gartner. "If customers don't get a good experience then they are much more likely to leave when the market picks up. Investment in recording, quality monitoring and coaching solutions to make sure that they get that enhanced experience and in doing so reduce churn are getting the green light."