Most contact centers record all calls that their agents handle each day, but then they only listen to a few for each agent. This approach to quality control is understandable, as no manager has time to listen to every call for every agent. However, listening only to a few sample calls can lead you to draw the wrong conclusions about your agents, as it might not be representative of their overall performance.
Call recording and monitoring have been around for decades, and is now at the forefront of the battle to improve quality, customer satisfaction, and loyalty. Some of the most sophisticated recording solutions have tools that can help companies recognize patterns and anomalies, which help managers to identify issues that are impacting customer service and dealing with them at an agent or management level.
The Keys to efficient operation and successful business management in the automotive industry are sales, liability management, regulatory compliance, and customer service. Call recording and analytics are becoming the next hot technology that is giving businesses a competitive edge.
Sales are all about taking generated leads, building customer relationships, nurturing those relationships and then making a sale from those relationships. Adopting a good CRM system allows you to monitor your sales process and achieve maximum results to build better customer relations. Call Recording and Analytics are other key factors in helping to maintain those relationships. However, dashboards and analytics give a great deal of insight into the performance of representatives. There is no substitute for listening to phone calls.
The USA continues to be the largest market for contact centers. Over the last five years, the telemarketing and Call Centers in the US has grown by 2.5% to reach revenue of $23 billion in 2018. In that same time frame, the number of businesses remained the same, and employees grew by 1.9%.
Debit and Credit cards are today's primary method of payment for goods and services. But how safe is your customer's credit card transaction when made over the phone?
CallN PCI Compliance capabilities make every transaction secure. We are committed to the highest levels of information security and best practices enabling strict policies, processes, and procedures with only a simple click. Our system ensures privacy and confidentiality via SSL and data encryption to meet most industry's standards.
A potential breach of information can create a financial and legal liability to your business for as much as $400,000 a year. By Increasing the number of calls that are scanned from the standard 2%-10% to 100% with "issue identification" through CallN PCI compliance you can reduce these risks and thereby providing a Return On Investment for CallN Enterprise Service in less than a 6 month period.
CallN Speech Analytics is an intuitive platform that takes recorded calls, transcribes them, and allows businesses to extract useful information. It can also analyze audio patterns that can detect sentiment analysis in a speaker’s voice. This allows businesses to gain valuable insights from the voice of their customers.