Call Center Forum

Chris Taylor · Guest

Help.

The company I work currently record all calls, but will only use them if it's a compliance issue/complaint.

I run a helpdesk and really feel that we should be using the technology to train people i.e we aren't allowed to use the recorded cals for training purposes. As a result I have been charged with the task of producing a business justification/presentation for using calls for training purposes.

I really need to convince the board that this will be a great step forward for the whole company as we will be able to actually give people the opportunity to hear themselves and make thier own judgements instead of just taking our potentially subjective word for it. I would also like to mention that the whole basis for this wil be used as a carrot for progression and service excellence rather than a stick!

I would love to hear from people who have implemented a process for using calls for training purposes and would like to know what benefits especially against cost, it has brought your area or company.

I look forward to any responses....