Call Recordings are an excellent tool that helps businesses improve and manage interactions with customers. Businesses mitigate pain points while learning more about their customers and their own business by using call recordings and their features.
Call quality analysis
Network error, lack of speaking at a correct pitch, etc. are issues that can be detected in call recordings. Additionally, the customer portal at Moitele provides pitch analysis to understand a conversation further.
Voice analysis helps businesses deliver the best voice quality to their customers and offer insights on how to improve customer experience. Quality analysis helps in understanding what improvements need to be made on a human and technical level.
Compliance is an integral part of the business if overlooked can result in legal consequences for the business. Call recordings help isolate issues and work as evidence. Additionally, countries have regulations on how long data can be stored, and call recordings offer verbal confirmation if the dialed person wishes to be recorded.
Improve customer service
Customer service can always be improved to provide customers with a better experience and simplify employee interactions. When a business has sustainable information on a customer and their behavior patterns, they can determine their customer’s lifetime value and provide the customer with personalized solutions.
The data allows analysis to observe a pattern of solutions and problems, and improve how employees solve customer issues.
Ease in employee training
Employee training can be a smooth and efficient process. Verbal training can only go so far compared to when a new agent listens to a recording and understands how successful customer interaction should go.
Onboarding new employees using EasyQA is an extremely efficient method. EasyQA from Moitele offers voice quality analysis and transcriptions with the recordings. A successful call transcribe offers the employees insights they require.
Improve agent/customer relationship
A manager and a team lead can analyze call recordings to understand the interactions between agents and customers and understand how to improve certain negative calls from the end of the customer and agent.
A negative interaction would be caught in a call recording and help managers understand if the fault was from the customer’s end or the business’s end. It is important to isolate the source of issues and call recordings are the best tool to make this happen.
Why wait? Be adventurous and take the leap with Moitele. Contact us below and we can discuss your B2B lead generation needs and challenges.
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