No business owner or manager would say the keys to their success is a “Win some/lose some” attitude. However; they would say that companies on the verge of going belly up do not give credence to the impact it's employees have with their customers. Poor customer service is more devastating than a lousy first impression or a customer who has taken their business elsewhere, credibility is lost.

   Companies renowned for their outstanding customer service, 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 gain 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.

   So what's their secret? 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.

   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 flail in this regard believing the resources necessary to train their customer service representatives and hold their employees accountable is out of their reach. Only five years ago Amazon.com was only worth $35 a share. Taking every opportunity to grow and making use of every resource and with a leading Customer Service Team, that $35 share is now worth $124.

   The US Small Business Association has constantly encouraged owners to utilize these tools stating; “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. Business are able to hold a high standard of customer service and satisfaction. In bound 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. That first impression is a representation of the quality of service a customer can expect from that business.

   The awards won for customer service are noteworthy but not out of reach. Training, Feedback and ACI Call Tracking, make up a single, uncomplicated ingredient for success.