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Call Tracking For Quality Control

Tracking incoming calls consists of asking the caller what their name is, their phone number, and which ad they saw or heard. It is always possible for an employee to forget to ask how they heard about the company, or make an error when taking down the customer’s phone number. Without tracking software you are unable to see the duration of a call, record the call, or track which employee took the call. A step in quality control is having any and all analytics available to you.

Call tracking provides businesses with the tools needed in order to maintain their definition of quality service. When a company decides what their criteria for customer satisfaction is and should be they make an agenda that will uphold those ideas and ethics. Quality control is a procedure that must be in continuous effect with the goal being absolute customer satisfaction. When the standards for that goal are not met, there must be corrective action. Business owners’ employees are the frontlines for their business and training them properly on how to represent their company is of the utmost importance.

Running a call center with multiple employees can result in multiple mistakes; however, those mistakes can be used as an example or training lesson. When a person is able to see or hear the mistake that they made they are more apt to learn from it. As an employer using the call recording feature can save current and potential clients from taking their money elsewhere. Call tracking provides multiple features such as, the ability to listen to calls that came in to the office or call center, reports on duration per call, the date and time each call came in, the source of the call, and which employee received the call. When a sales representative quotes a customer for the wrong amount or a customer service representative doesn’t offer the correct information to a customer, it is crucial to take preventative measures to stop this from happening again.

Listening to the calls between potential or current customers and employees will assist in the preservation of quality control. When a call center has a continuous flow of incoming calls it is important that each customers need is satisfied in a timely manner. Retrieving real time reports on the length of each call along with a voice recording of the call, will allow a business to observe and safeguard the goal for quality customer care. With call tracking as support to a company it has never been easier to exceed the expectations of quality service.

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