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How To Use Call Loggers To Improve Your Customer Service

Almost every time you dial into customer service, you will hear the phrase “this call may be recorded to improve customer quality.” Most people never think about it, but in fact that small notice is part of a massive network of software and hardware that is used to determine how phone trees and call centers can better be managed and operated. Automated recording systems remove a lot of the guesswork inherent in working through these conversations, and these call loggers usually pay for themselves quickly by eliminating bad employees and helping those who just need a little help to get the training that they need.

Call loggers work simply by recording the call itself, along with little bits of pertinent information. Because of the sensitive nature of most customer service calls, especially those dealing with accounts, these recorded conversations usually have a lot of information which needs to be kept private. As such, all of these systems have safety features in place to keep delicate information from being publicly revealed. This usually amounts to safeguards that keep the digital recordings from being stolen, but more advanced versions will blank the recording after recognizing specific words and phrases, or when the operator presses a button.

The purpose of these recordings is to allow managers to better understand what customers want. More often than not, a call logger will quickly reveal that customers keep calling in to complain about the same problem over and over, meaning that maybe a routine fix could be posted online or provided in the initial phone tree. A call logger can also improve the automated phone system that most customers must first jump through. Customers who angrily shout at the machine, press random buttons out of confusion, or simply hang up usually end up revealing shortcomings in the system by their refusal or inability to get through it. This can lead to a better phone system and even more prepared call center staff.

Letting call center staff know that call loggers are being used also ensures that they will behave. Even the most kindhearted and well-meaning person will engage in a little mischief when they are bored and unmonitored. Call loggers prevent juvenile pranks as well as truly business-harming arguments. Call loggers can also help protect the company and its staff by retaining important information that may later be legally relevant. A person who calls death threats into a call center will run afoul of the police if a call logger records their yelling, and someone who is trying to steal important information or conduct a swindle is thus likewise caught. Call loggers are an essential part of any call center, and call center managers should not only use them but also listen to the recordings on a regular basis.