Friday, February 16, 2007

5 critical reasons for implementing a call logger in a small business

These are in no particular order...

* Verification purposes - capturing every call means you'll be able to go back and play calls where customers placed orders or made billing adjustments.

* Dispute resolution - call logging maintains peace of mind as "he said, she said" conflicts are easily investigated and resolved.

* Training purposes - even if you only have 3 agents, and it's not a "real" call center, capturing every call and being able to go back and evaluate process mistakes can improve the bottom line over time, as your agents begin to increase upsells and prevent cancellations.

* History - you can build a nice repository of customer communications from which you can go back in time and investigate why a customer left - or, for training purposes (positive mindset!), you can see why the customer upgraded.

* Storage Space is cheap! - storing all your calls is less of a space issue than it was even a few years ago.

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