Voice recordings for training call centre staff – Does it work?

Everybody has heard the line “This call will be recorded for training and quality purposes”. Not everybody will realize that a good majority of call centre’s and telemarketing agencies do actually use them for training and quality purposes!

The question is do they actually work. The general consensus is that call recording can be very effective when used properly. Recordings should not be used just to show people where they went wrong in a conversation as this can have a negative effect. Some agencies allow agents to listen to recordings of themselves which gives them the opportunity to assess areas themselves where they can improve.

Call recording also gives the call centre manager the opportunity to listen to staff conversations in a natural environment rather than call listening where they sit side by side with the agent. Agents tend to stick to just the corporate message and find it difficult to just be themselves when a manager or supervisor is sat next to them.

All in all call recording can be very effective for training and can have very positive effects on staff training when carried out correctly.