VoIP systems are now common in many large and small businesses. For most, it is a no brainer because of the cost benefits in moving long-distance and international calls to the Internet, but many are now using the other benefits of a VoIP system to improve the quality of service they provide to their customers.
It used to be limited to large businesses only, but Cloud PBX systems now allow small business to take advantage of the features of a VoIP PBX.
One of the main advantages is to enable even the smallest businesses to use their Cloud PBX to establish a call centre to improve customer interaction and to develop new business. In the past, they were seen as a liability, but are now seen as a means of delivering revenue to the business by converting prospective customers to customers and helping customer retention. After all, it has been determined it costs eight times as much to gain a new customer as to retain an existing one.
Artificial Intelligence has entered the customer service arena, automating many common tasks, and leaving humans to deal with the 20% or so that need more skilled attention. Many companies, including Microsoft and Amazon, have online support systems that are completely automated.
A key element of call centre management is managing performance. Ai is contributing greatly to this aspect as well. Call recording contributes to performance management and in overall call centre management. For example, you will find a recording of the interaction with a caller an essential part of dispute resolution.
Here are five simple ways in which your Cloud PBX will enhance your customer support profile through call recording.
KPI and Analytical Measurements
All call centres need call recording reporting to improve processes. It can be used in a reactive way to allow management to measure agent performance, and proactively to provide agents with self-paced and planned training.
Other benefits include using recordings to assess customer satisfaction and hold times. Being able to do that will result in more accurate estimates of daily performance. Reducing hold times lowers call skip-through and improves customer satisfaction and loyalty.
Most Cloud PBX solutions offer KPI and analytic tools as part of the package, and many cloud-based solutions can be used as add-ons.
The benefit is that call centre managers and in general staff concerned with customer satisfaction now have the base information on which to make decisions as to operating procedures, staffing levels and customer interaction.
Call centre agents need training, mentoring and support. Using call recording as a means of agents reviewing their performance provides a basis for self-management as part of a self-improvement programme.
If you work in an incentivised environment, the ability to review your performance allows individual call centre agents to maximise their throughput and improve their call performance.
It also provides the opportunity to detect and reduce wait times, call drops and answer time, all to streamline workflow. If your system feeds into a predictive behavioural system, call recording data will assist with optimising IVR and overall call centre performance.
In some environments, for example, the health and legal worlds, there is a requirement for confidentiality. This implies two things:
- Access Control. It will be necessary to control access to recordings, probably on a graduated basis. Most Cloud PBX systems provide this facility,
- Encryption between the client site and the Cloud PBX. Data could be intercepted or stolen between the client and Cloud PBX sites. Again most systems provide this facility, but sometimes third-party software based on VPN access is needed.
Many call centres operate in a devolved environment. This may include agents working from home, or having the main centre with several subsidiary call centres geographically located. Using the Cloud-based option allows remote agents and management at the centre to review all call recordings. It also provides the option for management to operate remotely.
If the recordings are in a standard format, for example, mp4, they can be easily copied, downloaded and exported to other applications, including training platforms.
Some industries have a legal requirement to retain calls for a specified time, perhaps, years. The retention period can vary between industries. Some Cloud PBX systems automatically delete data after a set time, but most have a flexible retention option that covers most requirements.
In all business environments, unfortunately from time to time disputes with a customer involve the performance of a call centre agent, sometimes leading into a legal dispute. Having a cloud-based PBX with all call recording data can provide valuable supporting data.
Overall, having a well-defined system for managing call recordings will provide significant benefit to all businesses.