CT Pros Blog

Why You Should Be Analyzing Your Contact Center Call Recordings


You're probably aware that your contact center uses call recording to ensure compliance with regulatory communication statutes. But did you know that companies now use this technology in new ways? By examining cloud call recording data, you'll gain exciting insights into agent and customer behaviors. Furthermore, you'll protect company interests.  

Let’s look at how analyzing call recordings lead to higher agent and customer satisfaction, as well as improved business outcomes on all levels.  

Using Your Call Recordings to Prove Unmet SLA Levels with Voice Providers 

We’ll dive into three areas—SLAs, AI, and KPIs—all of which can be impacted by implementing call recording functionality and the ability to analyze those recordings.  

Voice providers such as RingCentral, Talkdesk, or 8X8 include a Service Level Agreement (SLA)  with every contract. In this document, the provider spells out the exact terms of service, including guarantees for call quality and uptime. Typically, if they don't meet these guarantees, they'll compensate you for not delivering the agreed-upon level of service. 

Think of it this way, when you signed up with your home internet provider, you most likely checked their reliability by looking at their customer reviews. After all, what good would it do to have internet service if it only works 50% of the time? 

That's where your call recordings come into play. Say you experience service that’s below what’s guaranteed in your contract, but your service provider's records show your call levels being just as high during the reported downtime as the rest of the month. You can use your call recordings as backup of diminished call quality during the service lapse as the physical proof you need to prove your SLA claim.  

The Use of AI in Combination with Your Call Recordings 

The second area we want to address is artificial intelligence or AI, and yes, it's as cool as it sounds.  

Without getting too spy movie technical, AI learns much like a human being. Contact center managers can use this intelligence to review key terms or phrases that your agents should not be saying during conversations with customers. For instance, the system may be initially primed to flag the word "angry" then gains additional capabilities by learning tone of voice and alternate wording as time goes on. 

AI can also be used to review call recordings with potential policy violations allowing managers to identify agents who aren't following guidelines and therefore need further training. 

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Ways to use Analytics in your Contact Center 

Studying your call recording data uncovers new insights that improve employee satisfaction, performance, and customer experience. Here's a look at ways you can use call recording analytics for further insights: 

Use Contact Center Analytics to Uncover Remote Workforce Opportunities 

Are you finding it challenging to support your team without being in the same location? Your agents perform their jobs eight hours a day without ever coming face-to-face with staff or management. But they are not on an island, and they shouldn't feel as if that's the case.  

Use data gleaned from recordings to understand how your agents interact with customers during calls, thus identifying opportunities for praise, wellbeing, and further training.  

Furthermore, the ability to reference actual calls taken during your discussion goes a long way in letting your workforce know you're there to support them and that you are keeping abreast of their work habits. You don't have to be there. 

Combine Call Recording and Analytics to Reach Benchmarks 

Not every organization has the same goals or uses the same key performance indicators (KPI) to evaluate their agents or customer service levels. Yet every company wants to win in the customer service arena.  Here are some ways you can use analytics from your call recordings to improve in that area: 

Call Abandonment Rate 

We've all been there, frustrated by a lengthy wait time; we hang up the phone before speaking to an agent. Knowing your call abandonment rate tells you where your call processes are failing your customer.  

Maybe your agents are taking too many calls or spending too long on each call, or it's too complicated for a caller to get to the right person because your call menu isn't clear. Analyze where calls are dropping so you can take action on recurring issues. You'll lower your abandonment rate and improve customer satisfaction, too. 

Average Hold Time 

Average hold time goes hand in hand with your abandonment rate. If that first metric is high, chances are your average hold time is as well. Owning these data points correlate directly to calculating staff levels, and it's also a critical performance factor. Maybe you have an agent who doesn't use the resources provided to find a solution to the call the first time; conversely, possibly your resource software prevents agents from finding vital information quickly. You can't fix what you don't know is broke. Make the necessary adjustments, if need be, based on your findings.  

First Call Resolution 

Solving issues on the first call is every call center’s primary goal for success. Your rate of resolving issues tells you if you're causing your customers unnecessary frustration or if you're delivering excellent customer service. While first call resolution rates vary from  41-90%, a good rate sits around 70%. If yours is lower than that, it's time to look at why.  

Agent issues may not be the only reason causing a lower first call resolution rate. With AI sifting through your call recordings, you can program your platform to look for product issues or even mentions of your competition. Take that a step further and use these analytics to help determine how well your customer understands your product enabling you to develop more effective marketing tools. 

Converged Technology Professionals can help determine which call center technology platform that includes call recording analytics is right for you. To learn more about how we can help, contact us here. 

Converged Technology Holistic Approach: Analyze. Recommend. Implement. Support. 

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