AI Call Recording will help you train agents | The Best Call Center Software solutions

Your company is looking into new call center software, and you want to use AI call recording to help train your agents.

In this video, I talk about 2 problems that comes along with call recording and how AI can help solve that.

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About Me

Mike Smith has been helping companies select the best telecom, WAN, security, and cloud services since 1999. He founded AeroCom in 2003, and has been the recipient of numerous business telecommunications industry awards, including being recognized as one of the top 40 business people in tech-heavy Orange County, CA. Follow Mike on YouTube, LinkedIn, Reddit and SpiceWorks.

Transcript

So you have a call center and you obviously want your agents to improve. Everybody wants that. And we could all agree that in order to really help train your agents, you’re going to need to record calls. But there was a couple of hurdles with that that usually pop up.

Number one, if it’s sometimes there’s being sensitive information shared on a call, you can’t record all calls because you can’t record that information. So that’s a problem.

The second problem is, is even if you can record all of your calls, who wants to go through all those call recordings? Who has time to start sitting down and just going through call recordings and trying to find moments where you can use as an example to train other employees or try to find moments where employees need training.

It’s just a ton of time. So what happens is, is that, you know, call center managers end up not ever using the call recording. Right. So that’s the problem with it. But A.I. is actually changing that. And I’m going to tell you how

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2 Problems you will encounter

like I said in the beginning of the video, everyone wants to train their call center agents or their contact center agents, whatever you want to call it. But the problem is, is that you need to record calls to really get down into the specifics of training. Right. But there’s two hurdles with that, like we talked about before.

Number one, your company is sharing sensitive information, you can’t really record all the calls all the time because what if they’re sensitive information being shared like health history or credit card number or things like that. So you can’t necessarily record all calls all the time.

And the second hurdle is, is even if you can record all the calls all the time, the problem is, is that who’s going to go through all those calls and look for trainable moments or look for moments to use as an example to new trainees who has that amount of time. So what happens is, is that call center managers just don’t review the recordings, so then they’re kind of useless and the employees aren’t getting trained as well as they could be being trained.

But A.I. is really changing all that. There’s a lot of call center software solutions out there that are using AI to really improve call recording so that it’s much more usable for you as a company to use to improve your agents, which improves your customer experience, which improves your company’s profitability on the call center.

1. AI detects when sensitive information is being shared

So the first way they’re doing that is with the first issue that I mentioned with sensitive information. So through AI, I can detect when sensitive information is being shared on a call and it can automatically stop the call recording and then restart it once the sensitive information is not being shared. So that eliminates the first problem.

2. AI can detect sentiment or certain keywords and create playlists for

The second thing I can do you know, through machine learning, it can detect different words being said and detect, hey, is this you know, is this something that we should make a playlist for so it can automatically create playlists for things like handling a difficult call or times when a customer got angry or times when a customer got really excited or times when a competitor was mentioned or times when pricing was mentioned, anything like that. It can actually create playlists  for your manager to go back and listen to. So whether or not your manager wants to listen to things that he or she can use as training examples to have other employees listen to, or maybe they want to listen to certain playlists. Maybe they want to have a playlist for each individual agent and try to find trainable moments that maybe they need to be trained up a little bit.

AI can help train agents

So there’s different ways they can do it, but as soon as they logging into their dashboard, they’ve got a playlist already there with it marked out when certain things are said or when certain things happened in calls so much more useful to a call center manager to be able to really utilize to train your agents. Another bonus thing that I can do is it can detect when a customer is really happy with the service and create a playlist for that and your company can go back and reach out to those customers for writing customer reviews or providing your company with testimonials. You can even set up some automation around reaching out to those folks on email or texting or something like that to to ask them for a testimonial or to ask them to review something on your company’s website because you’ve detected that that that person was happy with the call. So a lot of cool things they can do at the end of the day to improve your call center, help train employees, which is going to improve the call center, improve your customer experience.

So definitely something that you want to take a look at and something that should probably be on your must have list. If you’re shopping for a new call center software vendor.

Still confused? Reach out and contact me

Speaking of which, again, if you’d like my recommendations on the best call center software vendors that your company should be quoting, absolutely reach out and contact me. Send me an email, give me a call (714.593.0011). I will help you make a lot better decision in a fraction of the time. So I’ll ask you some questions about your company’s requirements. And based on your answers there. You know, I’ve been working in the industry for over 20 years. I represent all of the major call center software vendors. And based on what your company needs, I can tell you exactly which companies your organization should be quoting and why. I can introduce you to those companies, introduce you to the best reps at those companies to work with it. I’ve worked with a bunch of times with my existing customers and oversee the coding process to make sure you get the best pricing from that vendor. And the nice thing is, on top of all that is you don’t have to pay me anything for my broker services. The service providers actually pay me my fee. So there’s no excuse not to at least reach out and give me try and see what I have to say.

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