Are Your Employees Afraid of Call Recording?

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Are Your Employees Afraid of Call Recording?
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• Although nearly every company could benefit from
  call recording, most never follow through with
  setting it up. Its not that they dont see the
  value in it or dont want to take the time to
  install, monitor, and tweak the program. Its
  actually much simpler than that. The real reason
  is that many employees dont feel comfortable
  having their words recorded and management gives
  into the pressure not to do so.

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• In addition to not feeling comfortable with call
  recording, employees often ask so many questions
  about the process that employers feel they cant
  adequately answer them all.

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• Instead of taking the time to research answers
  or defend their rationale for wanting call
  recording, they give in to the protest and miss
  the many benefits that call recording could bring
  them.

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• Some types of industry must contend with strict
  privacy laws when it comes to call recording,
  such as doctors and dentists. However, other
  types of businesses that serve customers directly
  should want to know what is happening on calls so
  everyone who deals with customers can improve.
  This is especially true of businesses like hotels
  who primarily deal with people over the telephone.

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• If your business is similar to a hotel in that
  it receives many inquiries and service requests
  by phone, you need to be able to grade your
  employees on every call. This is so you can
  determine where to focus your training efforts.
  Its also an ideal way to hold your employees
  accountable for meeting the service goals
  management has established for them.

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• Naturally, underperforming employees are going
  to resist having their calls recorded. Theyre
  the only ones who should since it gives all other
  employees the opportunity to perform even better
  when it comes to customer service. Thats the
  entire point of call recording in the first
  place.

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Why Employees Dont Need to Fear Call Recording

• No one should be in a customer service position
  if they dont want to continually improve how
  they respond to customer inquiries, complaints,
  and requests for service.

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• The first type of insight call recording
  provides is individual close rates. If a
  representative only closes 10 percent of his or
  her deals, thats a problem. An employee
  performing at this level should not feel
  satisfied with it nor should he or she be able to
  hide it.

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• Call scoring and recording are simple ways to
  improve performance.

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• It doesnt have to be intimidating when
  employees think of it as a tool that will help
  them do an even better job than theyre already
  doing. Its important to frame it in this light
  when introducing call recording to employees for
  the first time.

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• Another benefit of call recording is that it
  helps employers know which employees to reward as
  a means of showing appreciation and motivating
  everyone else. Typical examples of incentives
  include increasing salary, sending the employee
  on a trip, or throwing a party for all employees
  who meet a certain sales and performance
  threshold. Without call recording, employees
  could never enjoy these benefits.

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• Theres also no reason for employees to feel
  embarrassed by recorded calls. This is true no
  matter how the employer chooses to distribute it
  as long as the employee and others can learn from
  any mistakes or an especially good phone call.

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• Consider the fact that marketers rely on data to
  improve performance. Sales can do the same thing.
  In fact, many marketers seem to hyper-focus on
  data because their managers use it to track
  everything. When it comes down to it, marketers
  get promoted, demoted, or fired because of
  metrics alone.

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• When a marketer produces leads that cost
  significantly more than the industry average,
  that person will eventually lose his or her job.
  The only way to arrive at such a figure is with
  call recording. It allows marketers to
  continually make adjustments until their numbers
  line up closer with that of their peers.

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• Nearly everyone else in your company has his or
  her performance judged on numbers. Employees who
  answer the phone should not be the exception,
  whether its a receptionist or call center
  employee.

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• Salespeople should be evaluated based on the
  results of call recording and call scoring.
  Anyone who feels content to do the minimum or
  less should consider looking for another line of
  work. Its not fair to those who consistently
  pull their own weight and then some.

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• Rather than something to fear, metrics are
  extremely valuable. Call recording is an ideal
  way to obtain those metrics. If youre ready to
  find out how and why, contact Call Sumo for a
  call recording product demonstration.