The Key to Unlocking the Value of Voice
“All calls are recorded for training and quality purposes.”
It’s a line we have all become accustomed to – a standard precursor to our conversations with pretty much every organisation we interact with.
It’s a catch-all phrase, of course. Today’s reasons for recording, capturing and storing call conversations are multiple, varied and sophisticated. Indeed, for many organisations (think banking, insurance, and legal services) doing so is a contractual and sometimes even legal requirement.
Broadly, it’s about two things. First, having a factually-accurate record of what has been said and, second, being able to derive valuable insights from a call that enhance productivity, efficiency, and the overall customer experience.
Take complaints, for example. Being able to re-play recorded conversations is of course essential when it comes to resolution. Recollections of a critical conversation can often vary – having an actual recording of it leaves no room for nuance.
Also, recorded calls can help hugely with internal training. For new starters looking to hit the ground running, nothing beats being able to listen to experienced colleagues saying all the right things in all the right ways.
However, it’s the added value of call capture that can really make the difference.
Evolve IP UK’s call recording solution comes with powerful, in-built Artificial Intelligence which can enable users to store and search voice data according to finely-tuned preferences and criteria. Agent supervisors can be alerted to certain key words; retrieval and interrogation of a particular conversation is easy and fast; and super-clever sentiment analysis can reveal much more about the interaction than simply what was said.
For businesses of all types and sizes, it’s the kind of intel that can support positive changes to processes and the ways in which they communicate. And, crucially, those decisions can be based on real events/conversations rather than theories/presumptions.
For our end user customers, the operational benefits are obvious and the returns on investment are significant and swift. For our network of partner resellers – the IT managed service organisations that are digitally empowering thousands of UK small and medium-sized businesses – the opportunities are equally exciting.
The easy to buy, easy to sell solution is so light touch that a partner can deploy it onto their customer’s communication platform with just a few clicks. Customer churn is reduced because the solution over-delivers. And wallet share increases as customers are able to reap the rewards of hi-tech call recording without engaging an added third-party provider.
In a world in which communication via voice still plays an essential role in the way every organisation interacts with those it serves, they are opportunities well worth pursuing.
