Dispute Resolution
Proof is necessary to mediate and resolve customer disputes and complaints. Having access to full details of all interactions with the customer, through call recordings and desktop screen capture data, provides the verifiable facts you need to quickly reconcile disputes.
Process alignment
Customer complaints are sometimes caused by a breakdown in communication or the failure of an employee to follow procedure. Having access to detailed call recordings and screen captures provides the concrete information you need to:
- Determine where an issue arose – and how to fix it.
- Ensure proper workflow procedures are followed.
- Uncover potential areas for process improvement.
Complaint Management
Customer complaints can quickly become emotionally charged. CallCopy’s speech analytics package can help you proactively identify certain key moments – such as when a conversation became heated, where a competitor was mentioned or why a customer is leaving. This invaluable information will help you identify issues with products, services or support.
CallCopy's Solution
CallCopy’s award-winning call recording solution allows you to:
- Quickly locate calls.
- Evaluate data entry issues for disputes caused by input error.
- Tag recordings to speed future search and retrieval.
- Search recording archives for fast retrieval of older claims still in progress.
