Events happen. Whether inclement weather, sudden surges caused by widespread use of AC during a heat wave, or routine maintenance servicing gone wrong, there will be times when customers will be without the reliable service that they expect. Public utilities responses to untimely events must comply with company policies, safety requirements, customer expectations, and telecommunications regulations. One way to ensure that the companiesare in compliance with policies and regulations is to record all telecommunication interactions.
Utility companies have policies in place to ensure that customers receive current and accurate information regarding an event, and they use various methods to communicate this information to the customer. Recording of these communications ensures that policies are adhered to and that they can be used for training and improvement towardsbest practices.
Recording of dispatch communications is also another important aspect of event management. Outages rarely follow an established or prescribed routine, and thus exercising flexibility and responsiveness is necessary. However, it is also essential that safety requirements are maintained, and all team members are well–informed and communicating throughout the event. Recording these communications can be used for post-event quality audit and proof of compliance.
During outage events, customers are naturally unhappy due to the inconveniences; however, customers often feel more comfortable when the agent supplies current and reliable information and is attentive to them. Recording allows for review of agent/customer conversations to determine tone, as well as to review the agent’s adherence to policies. Quality Audits can be used for training and future improvement of customer interactions.
Regulations regarding communications with customers is outlined under the Telecommunications Consumer Protection Act (TCPA). Recordings can be used to review compliance with TCPA and canbe used for training to ensure future compliance.
CALL RECORDING IMPROVES EVENT MANAGEMENT
Events will happen and recording interactions during them can help track any repercussions. These factors include adherence to company policies, meeting safety requirements, exceeding customer expectations, and compliance with telecommunications regulations. During an event, having recording capability enables improved management of the event and establishes enhanced performance for future events. Do you want to know how?
Contact centers are continually tasked with goals, key performance indicators, and regulations. Management often uses grading and scoring of agent interactions with customers to guide best practices and standards. Sometimes the chosen KPIs for agents focus.