Voice Logger Benefit Supports with Asfera Technologies
voice logger is that the single most vital quality assurance tool
you'll use to be sure your tech support reps do the proper thing for every
customer. Here are four ways voice logging can benefit a tech support
department and a whole company.
1.
Product Improvement
Tech support departments keep track of trends. The same
complaint received over and over potentially indicates a big defect within the
product. Call loggers allow calls to be tagged with certain words for
straightforward retrieval afterward.
Software developers can pull the calls, review them for
specifics and obtain to figure on an update. Quality assurance reps can pull a
product, duplicate the conditions described by the purchasers and verify the
malfunction. From there, work begins to fix the problem.
Not only can tech support calls reveal defects but they will
determine functionality and improve features that customers feel are important.
Calls are often flagged or tagged and retrieved at a later date as a part of
the merchandise development process.
2.
Information Sharing
Along those self-same lines, but applicable in other
scenarios too, is that the concept of data sharing. Customers provide great
information to tech support, not almost the merchandise intrinsically. Passing
this feedback to varied departments are often somewhat inconvenient and if done
via email or phone, something inevitably
gets lost in translation.
How about emailing
the recorded call file to Marketing, development or Legal? All the knowledge
arrives within the exact form it had been provided by the customer.
3.
Service Improvement
No two tech support agents are alike. Many have a superb to
travel along side their strong technical skills. Others, though, struggle with
their communication skills or perhaps have an accent that renders them hard to
know on the phone.
The voice
logger can record all agent calls in order that they are often reviewed
later for formal quality insurance. Supervisors also can monitor calls in real-time and supply feedback to agents which will help them improve immediately.
The combination of both functions can help supervisors create individualized
training plans for every rep.
4.
Reduced Liability
Tech
support reps provide solutions to problems. They give advice on the way to
better utilize the merchandise. If their instructions aren’t followed, the
customer may very well make things worse. If things gets worse, calls could
also be escalated or the customer may consider a far better Business Bureau
complaint. Or worse, file a proper complaint with the state’s Attorney General.
Having
a recording of a conversation becomes a company’s favorite weapon against legal
or regulatory claims. The digital file are often played back and used for
review or to settle a dispute before escalation.
Only
one of the explanations above could also be enough for you to conclude a call
logger is true for your business. In that occasion, Versadial becomes your #1
choice. Recording thousands of channels is pretty cool, if we do say so
ourself. Using our logging software to retrieve calls and run customized QA
tests is sweet practice and within the end, good business.
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