As the Customer Service Manager of SwitchboardFREE call Recording is imperative for me and something I refer to almost every day.

With a customer base of over 71,000 people, sometimes something can be missed and call recording saves us at times like this.

I use call recording mainly for dispute resolution, this can be a customer stating they have perhaps cancelled their Account, or something has not been carried out as they wished.

With call recording this allows me to find out exactly what has been said and when, its doesn’t really matter whether the customer didn’t cancel the account or they did, ultimately what matters is that I am able to deal with the query raised in the correct way and having calls recorded allows me to do this.

Having the ability to search for the calls using the number called means I can do a broad search without the customer having to know the exact time and date that the call took place. All I need to know is the number that the call took place on and means I am able to resolve this quicker.

Not only is this great for disputes, its brilliant when I have new trainees, I am able to listen back to their calls and see if they need any further training in particular areas and also praise them when they are doing well. I have used call recording for additional training purposes of handling difficult calls, its not until somebody is in that situation do they always know how to handle them – even when training has been given. Allowing my team to be able to listen to a live call, gives them the opportunity to dissect a call and consider how they would handle this themselves, preparing them should they receive a call like this in the future.

Part of the customer service is also sales, we want to make sure we are only suggesting additional features that our customers are going to benefit from, we don’t want a customer applying subscriptions to their account that they don’t need. The call recording allows me to not only makes sure that this has happened, but on a good informative call I can share this with other team members as an example of the way in which we operate.

Ultimately, my main concern is our customers and to make sure that the receive the level of customer service we pride ourselves on. With call recording I can ensure their needs are met, my staff are trained to level that is expected – not only of the company but our customers too. I can honestly say without call recording I don’t believe we would be able to provide the customer service we do.

The post How Call Recording Helps me as a Manager… appeared first on SwitchboardFREE.