Customer Service and Profitable Training

The cost of poor customer service is your credibility. Consumers and investors are not hesitant to do business with companies renowned for their outstanding customer service. Companies like Amazon.com, USAA, Publix Super Markets, Zappos.com, Ace Hardware and Hewlett-Packard, have survived the recession, investing in cheap technology to improve service, holding their employees accountable. Call Recording, is one of the technological advances being utilized by employers not only as a valuable training tool, but as a means of following through with the expectations and customer service of their employees. Those businesses at the top of their game place value in the quality of their employees and customer service representatives, over quantity. The out-come of which is obvious in the loyalty of their customers, their referrals and their ability to survive.

Analyst and experts say the essentials of “above and beyond customer service” is in a spirit of service, building trust and focusing the organization on customer needs. These principles have been reiterated over and over again. They are easily instilled and implemented with appropriate feedback. Training and feedback are needed to maintain the quality.

Feedback is imperative and access to the technology to obtain that feedback is of equal importance. This is the same technology being used to record inbound and outbound calls for training purposes. Unfortunately, many midsized and small businesses fail in this regard believing the resources necessary to train their customer service representatives and hold their employees accountable is out of their reach.

The United States Small Business Association has consistently encouraged owners to utilize these. They have stated; “Today’s very competitive business climate demands that business owners understand and use advanced technologies. Technology is an enabler; it can help a business improve efficiencies and even expand operations.”

ACI Call Tracking provides this technology and the means for businesses to compete. Customer service representatives are held accountable. Understanding and using call tracking enables businesses to hold the high standard of customer service and satisfaction. Inbound and outbound call recording and call tracking provides an invaluable training tool in both new-hire or corrective education. With call recording, improving customer service and training employees is as simple as logging onto online account management. Understanding these reports helps ensure that first impression is a representation of the quality of service a customer can expect from that business.