Call Tracking for Training Purposes Part 1 of 2
Track calls as soon as they are received.
Most call tracking systems, if not all of them, come with a recording feature embedded in the program. This allows you to record the conversation between the client and your agent. Depending on the software there may be different lengths the system can record or settings for when the recording should start and stop as well as settings for the quality of the recording. Most systems should capture a useful amount of playback information for a good recording.
A good call tracking system will provide search abilities to query a recording by length, date, or even by name of a campaign. The ability to download recorded files as a WAV or mp3 file is useful to the reviewer as well and it should also be included in all call tracking software.
There are many types of systems out there and we just talked about what kinds of features make a good system for training employees. Call Tracking for Training Purposes Part 2 of 2 will explain how call tracking can refine your training process.
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Nice post. Thanks
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