Customer Service

Customer Service Representatives – Switchboard Operators and Telephone Call Recording

 

Customer Service Representatives, Call Centre Agents and Switchboard Operators are vital front-line company troops projecting a professional public image whilst providing Customer Service.

These “Customer Service” staff are sometimes placed in extremely stressful situations.

Customer Service staff may deal with a wide range of caller requests, demands and emotions, with some instances of an extreme nature.

Some examples of the extreme situations that Customer Service staff may experience:

  • racial abuse
  • threatening language/bullying behaviour
  • bomb threats
  • sexual abuse
  • over familiarity by callers (non-professional)

Customer Service staff may be responsible for answering and processing most, if not all incoming calls to a company and, as a consequence, their performance on the telephone largely determines how customers perceive the company.

Professional Customer Service staff add immense value to an organization and are highly regarded for the role that they play.

The “less than professional” Customer Service staff members are a different kettle of fish entirely and may be eroding a companies standing on a daily basis, with their actions sometimes shielded from detection by company management.

 

The use and abuse of Telephone System Technology:

With the advent of modern telephone systems,  call processing technology tools within the telephone system may assist the Customer Service staff member in identifying callers (and could even provide suggestions on how the call should be routed). Whilst these tools assist the diligent, professional Customer Service staff member, a “less than professional” Operator may be using those tools to ensure that they project a professional image to company management whilst lapsing into an entirely different mode when answering clients calling the company.

Some examples of the approach by a “less than professional”  Customer Service staff member

(Resulting in a negative impact on the company image):

  • lackadaisical and offhand attitude to non-company callers (lazy; indolent)
  • over familiarity with callers (non-professional)
  • plays “favourites” with some callers, gives others short shrift

More extreme examples (that may eventually come to the notice of management):

  • abuse of caller
  • threatening language

 

Telephone Call Recording and Customer Service:

When a company has a Telephone Call Recording System installed, they must also make arrangements (usually with their Telephone System Provider), to ensure that they comply with relevant legal requirements governing the recording of telephone calls within Australia.  To comply with these requirements requires that both parties to the conversation are made aware that they are being recorded.

This fact alone will deter most callers from behaviour such as:

  • being racially abusive
  • using threatening language, being a bully
  • making bomb threats
  • being sexually abusive
  • being over familiar with Customer Service staff

Of course, there will always be the offender that takes no notice of the notification that they are being recorded – only to later face possible prosecution, with the recording of the offending conversation used as evidence against them.

The knowledge that one’s conversation is being recorded subtly influences the majority of conversation participants to be on their “best behaviour”, (both callers and Customer Service staff), with a resultant positive effect on Customer Service staff stress levels.

 

Even when an incident does occur, the Customer Service staff member could very well be less stressed than otherwise would be the case, as they know the conversation has been recorded for review by management for action if necessary.

 

The installation of a Telephone Call Recording System enables company management to sample and review recorded conversations – this facility empowers management to detect any lack of professionalism by Customer Service staff dealing with clients calling the company.
Telephone Call Recording Systems can also be used as an effective training aid. The discovery of both good and bad instances of call handling enable company supervisors to isolate call handling issues and arrange staff training to improve the performance and effectiveness of Customer Service staff.

What Type of Telephone Call Recording System Do I Need?

Q: How do I find out what type of Telephone Call Recording System I need for my Customer Services staff?

A: Click <here> for an overview of the various types of Telephone Call Recordings Systems available, recommended for use in an Customer Service situation.

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