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Rational and unique Voice Recording that yields results |
The trick is not to record the interactions – but to identify the relevant ones. TeleFaction’s unique Voice Recording is a rational solution for you if you want fast results.
To retrieve a certain employee’s recording from a specific day is simple. But to retrieve the two successful interactions with a given employee, or the two interactions that were less successful, and which may be used for coaching, is much more difficult. Not, however, if you use TeleFaction Voice Recording.
Combine recordings with measurements
When the recordings are combined with TeleFaction’s customer satisfaction measurements, they can be used as a coaching tool, making it possible to listen to the significant interactions with the employee.
It is important to be able to retrieve these relevant interactions – quickly and precisely. And who is better at pointing out relevant interactions than the customers?
Indexing increases goal-directedness
This is why TeleFaction uses the answers given by the customers in the surveys to index the recordings. For example, you can search for interactions where specific parameters are high – or low! This could be an interaction where the customer expresses a general high satisfaction, a low score on ”accommodating attitude” or maybe a significantly low score on ”friendliness”.
The interactions you find in this way may be used directly in co-operation with the group manager or the individual employee to set standards for the way in which customers should be treated by you – or absolutely not be treated.
TeleFaction’s Voice Recording allows your employees to make relevant contributions – which they can transfer actively and directly to future customer interactions.
Contact TeleFaction to learn more about Voice Recording.
 Download the TeleFaction brochure
Read more about successful cases within banking, finance, insurance, call-centre and telecommunications
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