Advent Calendar - Door Number 8. Reason to record calls number 8: Identifying: System, Process and Workflow breakdowns.

Sometimes it is needed to pull up several voice recordings to connect the dots, to determine where the breakdown in communication was lost. In companies, it can be used to verify that, processes and procedures are indeed correctly scripted and that the scripts are being adhered too. If there is a pattern that needs to be changed or amended when reviewing calls, this can be picked up by listening back to the calls. For example; if there is something about the software or product, that your clients seem to struggle with across the board, you can work with your client training department, to fill that need. Call recording offers so many different ways to help keep the company working as smooth as possible.