Improving customer service through call recording

Abstract

The primary job function of the Call Center is to educate and provide accurate information to customers for Business Registration, Individual Income, Sales and Use, Employer Withholding, Corporate, Partnership, Fiduciary and MyDORWAY taxes in a professional manner. It is becoming difficult for Call Center Leadership and the Quality Assurance Team to monitor a “live” call. This makes it that much more difficult to evaluate the representatives’ customer service. This paper determines if call recording could be a viable solution to assist in improving customer service by increasing the number of available calls to be monitored.