Your employees are a vital part of your overall success as a company. They are brand ambassadors who are responsible for maintaining positive interactions with your clients. Plus, it is well known that keeping current clients happy is far easier and more economical than acquiring new ones.  Wouldn’t it be valuable, if not imperative, to know exactly how your brand is being delivered to your customers?

In today’s highly competitive and digital environment, it is vital for a business to be transparent, reliable, and trusted to deliver an exceptional customer service experience every time. Organizations lack the time they need to spend evaluating their internal operations, yet it is crucial to review and improve upon processes. Supervisors and managers can maximize their company’s assets using Replay Call Recording by Trisys—the efficient call recording tool you need to maximize your employees’ potential.

The Replay platform records telephone conversations in their entirety or via on-demand recording and saves them as high quality .wav files. Voice documentation records are a great way to ensure that employees are handling calls correctly, making and taking only business-related calls during business hours, and are producing a designated amount of calls each day. In addition, call records are often necessary for regulatory compliance. Replay Call Recording is perfect for any size business from small- to enterprise-level organizations.

With Trisys Solutions You Can:

(click inside each box to view more features & benefits!)

Identify Employee Performance Issues.

With Replay’s easy-to-access voice records repository, supervisors can revisit agent conversations. Recordings yield a great deal of valuable information for managers to identify areas of improvement, boost employee performance and improve customer satisfaction.

Effortlessly Search and Retrieve Voice Records:

With Replay, you can search by nearly any type of criteria! Date, time, extension number, duration, call direction and much more!

Identify Best and Worst Performers.

Use recordings to review top performing agents and understand what makes them the best. Plus, identify employees who “can’t close” or are otherwise under performing. Train new hires by sharing examples of customer service, salesmanship, and perfect best practices procedures.

Add Searchable Text to Voice Records:

With ease you can add any type of note or text to specific call records! Take note of exceptional examples of customer service and salesmanship, and easily share voice records via e-mail to demonstrate live examples!

Save Unsatisfied Customers.

Is a client unhappy with their hold time on the phone? Or perhaps they’re displeased with how their complaint was handled. From dispute resolution to rescuing a dissatisfied customer, supervisors can use recordings to understand reasons behind frustration and ensure customer loyalty.

Avoid Customer Attrition:

If your client makes a claim against an employee, a supervisor can listen to the call to determine what really occurred. Prevent from disputes from escalating into “he said, she said” situations.

Competitive Advantage.

Hold employees accountable for their calling activity and identify what the more productive employees do differently. You will also be able to monitor your phone system usage to determine whether adding or subtracting trunks to your phone system is appropriate.

Increase Efficiency:

Use employee call activity to run various reports and create a competitive matrix. Use key performance indicators to measure performance and monitor call activity to identify peak hours to assist in staffing appropriately.