Seven Reasons Why You Should Record Calls

7 Reasons Why You Should Record Calls

Call recording software is a powerful business tool, particularly when integrated with call analytics.  In particular, call recording provides clear advantages for service-centric organisations with a focus on customer service, such as legal firms, insurance companies, call centres, public agencies, health centres, doctor’s surgeries and any FCA regulated company that is legally bound to record calls.

 Call recording benefits organisations in the following ways:

1. Quality assurance and performance monitoring

• Monitor call quality and staff performance to improve company standards and customer care.
• Call recording play back enables staff to hear themselves, which can be an eye-opener, offering the opportunity to undertake self-analysis.

2. Improve customer service through dispute resolution and risk management

• Resolve “who said what” disputes by confirming details from a call such as quantities / specifications of an order, protecting both your business and your staff from disputes.
• Clients are also protected through call recording to avoid discrepancies.
• Protect staff from abuse.
• Call recording play back can also enable customer service agents to review a conversation to make notes, ensuring that all points have been covered in follow-up actions.
• Defecting customers can be rescued by reviewing conversations that took place.

3. Manage staff

• Use call recordings as a tool to coach staff on call handling techniques and customer interactions, to improve overall performance.
• It is just as important to identify high performing agents as those that need training. Giving praise to individuals increases staff motivation.
• Good examples can be used in training as well as in the sales cycle, to demonstrate the company’s competency.
• Recorded calls can help a business understand changing customer needs and to provide guidelines to staff, aligned to meeting those needs.

4. Regulatory compliance and internal adherence to company policy

• Comply with regulatory requirements using PCI DSS support and encryption (encrypted call recordings are legally admissible in court for litigation)
• When staff know that they are being recorded, they are more likely to comply with company standards.

5. Reveal customer service workflow issues

• Breakdowns in workflow can be identified through following the trail of conversations that took place.
• Call recordings can be used to ensure processes and procedures are correctly scripted.

6. Understand the whole customer experience

• Call recording integrated with call analytics enables a business to understand the complete customer experience. Report on the number of times the phone rings before being answered, the number of unresolved missed calls through to how the call was handled and what was said at company, branch or an individual customer level. Analysing and understanding the complete customer journey is proven to improve customer service.

7. More informed decisions

• Facilitate more informed, strategic decision-making by integrating call analytics with call recording. Track how long a caller waits to be answered or called back, then assess how the call progresses by listening to the recording. From this it can be determined if the call outcome was negatively affected by the wait time. Live statistics on contact teams such as call queues, coupled with historical trends enables staff modelling, helping businesses to gain greater efficiencies.

Control, manage and analyze communications with Tollring's precise  and easy to use call logging and call reporting software.  Tollring call analytics integrates with your telephonic system to deliver a  granular call reporting, visual wallboards, call logging and intuitive dashboards through telecom analytics software. 

Five Benefits Of Call Management

Understanding the whole customer experience from the number of times the phone rings before answered, the number of unresolved missed calls through to how the call was handled and what was said at company, branch or an individual customer level, makes excellence in customer service achievable.

Call management enables the following business-critical call analysis:

• Unreturned missed calls is an area that delivers fast returns on investment and is at the heart of any customer service strategy. Management of missed calls results in improved customer satisfaction and retention, delivering significant financial returns.
• Calls can be tracked in real-time to understand how long it takes to resolve a call, how long the caller had to wait to be answered and how the call was resolved (by the customer calling in again or the customer being called). KPIs are set to ensure calls are resolved within a certain time each day.
• First Contact Resolution (FCR) where a customer’s need is properly addressed the first time they call, is an increasingly hot topic, which applies not just to contact centres but to any business with customer facing sales, service or technical teams. A customer’s inquiry or problem going unresolved can result in customer dissatisfaction and significant revenue loss yet many businesses are unaware of the importance of FCR. According to Service Quality Measurement Group, out of all business metrics used to monitor customer facing teams, first call resolution has the biggest impact on customer satisfaction. The market focus on FCR helps the channel to justify the value of fully integrated call management Software on any phone system sale.
• Analysis of calls answered by an Auto Attendant A call which is terminated after being answered by an Auto Attendant should be considered as an unresolved missed call. It is important to check that the call management solution you are considering is able to distinguish between a call that is answered by a person and one that is answered by an IVR or Auto Attendant system.
• Integrated call analytics with call recording enables businesses to track how long a caller waits to be answered or called back, then assess how the call progresses by listening to the recording.From this it can be determined if the call outcome was negatively affected by the wait time. Live statistics on contact centres such as call queues, coupled with historical trends enables staff modelling, helping businesses to gain efficiencies.

Although customer requirements vary from simple but accurate business communications data to extensive analytics of customer facing teams, improving customer interactions is essential to every business.

Gone are the days when such systems were deployed solely in large enterprises. This means that these solutions are now accessible to all sized businesses. Cost effective call recording together with innovation in call management solutions with Unified Communications and CRM integration, has meant that this market is now taking advantage of powerful solutions that deliver real business intelligence.

Article Source: http://www.im4designs.com/5-benefits-of-call-management/

5 Religious destinations in the vicinity of Tamil Nadu

One of the four major metropolitan cities in India, Tamil Nadu is a major hub for education, commerce and trade in South India. The city is still invigorating by a devastating flood which brought the entire city to standstill. The new year might not be that rejoicing moment for the people, but still there are few places of worship nearby where you can enjoy a light hearted time under the umbrella of the almighty’s blessings. Before venturing out to these places, it would be good idea to check for Delhi, Kolkata, Bangalore or Mumbai to Chennai flights lowest fare.

A major metropolitan, the tourist attractions of Chennai is something you should definitely take a look at. Come New Year’s eve and like every other city, Chennai decks up like a doll too. However, the recent floods which clogged and sucked up the energy of the city, might be the reason why many might not be celebrating their year end with the same pomp. Fortunately, there are few places nearby where you can give your year a great, blessed start. Take a look.

Tirumala - Located in Tirupati in the state of Andhra Pradesh, Tirumala is a famous religious destination in the southern part of the country. Also famous as Tirupati Balaji, the temple city is home to Sri Venkateswara temple, which attracts millions of devotees and tourists each year. Located in the serene valleys of Venkatachala hill(the source of temple’s name), this magnificent temple was constructed by the royals of the region in honor of Lord Vishnu. If you feel like visiting Tirumala and praying for a fine year, checking for Mumbai to Chennai flights lowest fare might be a good idea.

Tiruchirappalli - Also known as Tiruchi or Trichy, this ancient city is a famous tourist destination in Tamil Nadu. Trichy is another famous temple town, with a historical temple at every half a mile. Showcasing exquisite sample of Dravidian architecture, these temples are essential part of the folklore. The Erumbeeswarar Temple and Rockfort are some of the prominent temple to be visited. It takes about 5-6 hours to reach this temple city from Chennai.

Mahabalipuram - Located at about 60 km from Chennai, this ancient port town is known for its stone carved temples. The majority of the temples were built during the 7th and the 9th centuries, by the Pallavas and have been classified as World Heritage Site by UNESCO.

Tirunelveli - One of the major cities in the state of Tamil Nadu, Tirunelveli has great historical background with numerous monuments dotted all over the city. Amongst them, the Nellaiappar Temple attracts a large number of pilgrims of every year and is dedicated to Lord Shiva. The temples town is about 8-10 hours away from the capital city.

Palani - A small town in Tamil Nadu, Palani is famous for the Palani Murugan Temple constructed in honor of the Hindu God of war, Kartikeya. The temple town is one of the most visited places of pilgrimage in the southern region. Apart from the chief deity of the town, there are several other temples dedicated to Shiva, Vishnu and Goddesses Lakshmi and Durga. Palani is also situated in close proximity to tourists places like Kodaikanal, and Thakkaum Thottam.

Interesting Fact About Mumbai You Might Not Know

An Interesting Fact About Mumbai You Might Not Know

Mumbai is a prominent city and a majority of the facts and information about it is well-known to all. However, the city beholds some very interesting facts that still not that popular. Read on to know one such interesting fact about the city.

The commercial and entertainment heart of India, Mumbai is the city of dreams. It's seen a number of the main historical events which laid down the bases for our present. For decades it's been a melting point of numerous cultures, and its own present day cosmopolitan nature may be credited to its fascinating past. Mumbai is the fiscal and commercial capital of India as well as the gateway of India and hence the powerhouse of the nation. Mumbai provides about 33% of the income tax in the country, of which 60% is for customs duty and 40% is for the foreign trade.

Mumbai, which was once called Bombay, is the capital of the Maharashtra in western India. Mumbai is a 'mega city' and the biggest urban area in India. The metropolitan region is home to individuals from all over India as well as abroad. and expands over an area of 4,355 square kilometers. It is one of the most popular Indian cities and we all share a good knowledge about it. Still, there are certain things that many don't know. Here is a fascinating fact that you just mightn't knew.

The fact relates back to Bahadur Shah of the Gujarat Sultanate and 1534 AD, when the Portuguese acquired possession of Bombay, following the Treaty of Bassein was signed between them. Bombay was a cluster of seven islands back then, as well as the isles were called by the Portuguese by various names, which eventually took the type Bombaim that is written. In addition they constructed several fortifications round the city. But quite shortly, they were to lose control of the city to the Britishers. In 1583, when the first English retailers arrived in November, they realised the value of the city's natural harbour and its own value from the perspective of the commerce.

In 1612, a conflict was fought between the Portuguese along with the British at Surat for the possession of Bombay, which stopped the Portuguese monopoly over commerce in India. nOver a time period, the English retailers got control of the commerce, as well as the Portuguese administration began to fall. However in 1661, in a standout amongst the most fascinating events, Mumbai changed hands as it was given as a dowry to King Charles II as a major aspect of the settlement, when he wedded Princess Catherine de Braganza of Portugal.

It was a great win to the prince as he was getting an entire city. However, it was quite a hassle and he didn't want to have the trouble of ruling these isles. And to make life simpler, he rented out the whole of Mumbai in gold, just for £10 annually to the East India Company. And then, the city came under the management of the British. There are several other interesting facts and stories about Mumbai that will entice the listeners, and to know them all what's best then visiting in the city and discovering them all. if you live in Goa, which today acts as a major gateway to Mumbai, catch one of the Goa to Mumbai flights and get busy exploring the city and its legends.