Don't overlook the value of call recording for employee training

There's a reason companies ask to record calls, and it's not always for quality assurance purposes.

In fact, it's an incredibly effective way of training customer service or call center representatives, as well as sales people. With the right software integrated with the organization's business phone system, collecting these recordings is made easy and the company as a whole can benefit greatly.

Making the case

It's hard for an employee to be comfortable and at his or her best on a phone call when a manager is listening to everything that's being said. While some businesses have gravitated toward listening into live conversations as a way of providing feedback, this can skew the results because staff are aware and try to correct their actions on the fly.

Being able to record and save every call brings a bevy of benefits:

  • Build up a cache of employee-customer interactions that companies want to reinforce, or advise staff against.
  • Provide individualized performance training.
  • Develop and regularly review metrics on staff members based off of their unique feedback.
  • Bridge the gap between sales and marketing to ensure they're both giving the same information.
  • Create evergreen content for best practices that can be accessed at any time by the workforce.

These are just some of the many reasons why 43 per cent of respondents to a HubSpot survey listed training as the No. 3 most important reason for recording calls, only behind quality assurance and managing risk.

Get started today

Traditional business phone systems can seamlessly deploy the NetFortris call recording solution. It comes with an easy-to-use interface, offers single and multi-site support and provides high quality recordings.

Free solutions on the market simply can't collect crystal clear phone calls at the high volume that contact and call centers need to. Furthermore, the files are likely unprotected, giving companies a major and unnecessary liability should they fall victim to a cyberattack. Furthermore, each state has its own unique laws regarding call recording - the NetFortris call recording solution accounts for this through compliance with all major policies.

Start the new year off right by developing a new training system that relies on feedback from call recordings. Regular coaching sessions relying on these files were found to improve quality scores by between 5 and 20 percent, according to Call Centre Helper. Contact a NetFortris representative today to learn more.

Team NetFortris
About the author: We're a team of network and business communication experts, providing flexible, scalable, cloud-based voice and data communications to customers across the globe. We also serve our customers with carrier-grade networks, business and communications applications, and expert service. Our solution engineers work with you to design a fully managed and automated system tailored for your business.