Call Recording is an Invaluable Aid to Measuring the Performance of Staff

There can be no doubts that measuring the performance of staff which comes into contact with your customer or client is vitally important to the success of the company.

The fact is first impressions count, and it is only through gauging staff performance and using employee management techniques can staff be optimised to perform at their best.

 If your business conducts most of it over the phone, recording calls made and received by your staff will give you the information you need to determine if your staff are performing as well as they should be.

If you feel they are doing everything right then you need to take no action on training, or discipline should the attitude of your staff be poor, or investigate to see if there are hidden issues that are affecting staff performance.

If you feel the customer service is not what it should be, then you can use call recording as a basis of training, using different conversations which represent the different scenarios your staff will encounter on a day to day basis. 

This has been used as a basis of staff training by many firms, especially customer service departments which see a high call rate.

Call Recording Software

There is a number of call recording software packages on the market, and many companies offer some form of call recording service, and this is a good starting point for staff assessment.  It is not just the individual however that should be gauged from a customer service sales lead conversion stand point. 

Larger organisations may want to gauge the performance of their various departments in addition to the individuals which comprise them.  Most companies break down the data in the following way.

·         How many times a phone rung before being answered?

·         What sales conversions did the department make as a ratio of calls received?  Example, a company receives 21 calls per day and makes 7 sales, giving the department a rating of 33% sale rate or 1 in 3 calls led to a sale.

·         Which departments have the best sales conversion rate?

·         Which departments are following up sales leads and which are letting them slide?

·         How many phone calls a department made?

The better call recording companies will offer this capability as well as simply recording telephone conversations of their individual staff members, together with phone call tracking. 

With departmental and individual sales techniques available for analysis, the call recording software becomes an invaluable employee performance management tool.