Call Recording is a very important feature in any phone based businesses. Most IVR systems have it and it plays a huge role in customer experience. Every interaction between the customer and the agents are recorded and can be further used for various analysis and quality assurance. QKonnect has the powerful call recording feature which is extremely useful for both large and small scale businesses. It covers all the benefits of Call recording and is cost effective. It’s very useful as no addition investments are needed to train new agents to handle customer calls. With QKonnect’s call recordings you can just pick those well handled calls and make the agents hear them so that they get an idea of how to interact with the customer to convert a lead into a sale.
All the calls recorded by the QKonnect are stored safely on cloud so you would not have to worry about data security. You can also have the recording sent to a dedicated email that can be easily accessed via phone or email. QKonnect does not just record incoming calls; it records all incoming, outgoing and missed calls. Recording missed calls would boost business revenue as you would have the data of all those potential customers that tried to reach the business during a holiday or after business hour.
Listening to the interaction between the customer and the agent, a lot of insights can be gained. The recordings would give a clear picture of how the agents are handling customer calls. The areas of improvement can be noted and trainings can be given to agent to handle the customer calls for better customer experience.
Best call recordings of trained and experienced agents can be used as sample calls to train the new and other agents, so that they get a clear idea of how to handle customer calls. Also a list of FAQs can be prepared by listening to these recording and the agents can be taught how to deal with them.
Call recording also is very helpful during customer escalations. It is important to have access to entire conversation between the customer and the agent. Mistakes can happen at any time and sometimes it can be due to the agent and the other times it is because the customer misunderstood. To resolve the issue before it blows out, one can listen to the call recording and come up with the apt solution.
Businesses would get a clear idea of what the customer is looking for and call recordings give a deeper insight like customer expectation.
We offer customize plans based on your requirements.