• HigherGround

Five Dangers of Not Having Call Recording in Public Utilities

Updated: May 23, 2019

By Tom Goodwin

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 recording and 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:

1. 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.

2. Unhappy Customers

Recording improves training which in turn creates better interactions with customers.

3. Unproductive Agents

Recording pinpoints best practices and can lead to process improvement, which can help to empower and motivate agents.

4. 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.

5. Poor Liability Management

Communications are critical for events and service outages; having recordings ensures that information is properly disseminated and dispute resolution is possible.

For more information on the benefits of interaction recording and the impact it can have on customer satisfaction as well as operating costs...


About the Author - Tom Goodwin is the Vice President of Marketing at HigherGround. His background in telecommunications and data networking has been augmented with work in data analytics and automated reporting prior to joining HigherGround. Click here for more information on Tom and the rest of the HigherGround team!

HigherGround, Inc. provides best-in-class, reliable data capture and interaction storage solutions that enable clients to easily retrieve critical information. Our interaction recording and incident reconstruction solutions transform data into actionable intelligence, allowing optimization of operations, enhanced performance, and cost reduction.

#callrecordingsystem #missioncriticalcommunications #informationstorage #callrecordingsoftware #technologysolutions

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