As Utilities make strides in improving their operations and the customer experience, the need for tracking and recording all interactions is increasing. Keeping track of communications in utilities contact or dispatch centers is important for ensuring that policies, procedures, best practices, and regulatory requirements are met. Interaction recordingand capture is instrumental for avoiding 5 pitfalls that may result from not having a recording capability.
Utilities with recording capabilities in their contact and dispatch centers have come to realize that they can avoid the following dangers:
No event management or safety tracking – Recording of internal and external communications during an event (e.g. outage) provides insight into how to follow best practices
Unhappy customers – Recording improves training which in turn creates better interactions with customers
Unproductive agents – Recording pinpoints best practices and can lead to process improvement, which can help to empower and motivate agents
Misunderstanding the customer voice – Recording ensures that the customer’s voice and issues are properly understood through careful review, and their issues can be correctly addressed
Poor liability management – Communications are critical for events and service outages; having recordings ensures that information is properly disseminated, and dispute resolution is possible
This is first in a series over the next few weeks in which we will be digging deeper into each one of these dangers.
Interaction recording can be a great benefit to your company!