In the teleservices space, everyone hears about the importance of the voice of the customer. While some may assume it simply means the customer needs an opportunity to be heard, it actually means more than that. Yes, the customer wants to be heard, but teleservice companies need to realize just how much information is shared in that voice that can benefit their efforts to lead the market. With call recording in place, they can better capture that voice and that information.
Listening to the voice of the customer gives you access to invaluable data on what they want and how they want to be treated. Using call recording to capture that information and then mining your recorded calls for common attributes helps you to better understand what the customer base wants and why they want it. From there, you can better determine where your efforts should be focused to get the maximum outcome.
To make this successful, however, you still have to focus the attention on listening and not on what you think the customer wants to hear. To truly capture the voice of the customer, you will have to be quiet.