Have you ever called a company hotline or call center agent and you were told that the call is being recorded for quality and training purposes? Many companies are now fully aware of the importance of recording incoming calls because it is an important tool in assessing the performance of the front desk staff, as well as customer interaction and satisfaction. By playing back the recorded calls, companies are able to identify any weak link and use what they have learned from the recorded interaction to provide more training to their front desk receptionists and improve product quality and delivery of customer service. During training, members of the team who are first in the line in answering the phones should learn how to record incoming calls. This is one way of maximizing the use of the phone in your business.
