5 Ways To Increase Employee Engagement (with Record Retrieve)

How can call recording increase and improve employee engagement? We take you through 5 ways it can be done.

1. Self-evaluation

When having recorded a conversation, an employee can evaluate themselves by listening to their interactions. A kind of self-audit, having employees evaluate themselves is an important method for employee engagement. “Employee appraisal can be a powerful tool for building your business. Employees want to know how well they are doing their jobs — even if the review doesn’t come with a raise,” say the staff at Inc Magazine, an online magazine for entrepreneurs and small business. They add, “One recent survey found that small companies with good employee management practices had profits 23 percent higher than companies that did not.”

Self-evaluation allows employees to interpret their own behaviour as an outsider – they are listening to themselves at a time when they were otherwise engaged with their work. Stepping out of that mindset, and into the mindset of a reviewer, allows them to interpret their work clearly and objectively.

2. Identify

As recording a conversation allows for a verbatim copy of that conversation, if collected over a set period of time – say from start to end of a campaign – call recording lets you identify trends and patterns in staff and customer interactions. You can listen for patterns which can help you better understand where staff are better suited, where employees perceive obstacles, and what does or does not drive performance. Ultimately, these kinds of recording can be processed through a data stream which can unearth deeper insights including emotion, sentiment, patterns and trends – in real time. Clarifying instances where things can be improved or where things are going well, is a crucial step for employee engagement.

3. Know your staff more

What do you know about your employee engagement? If you sense that your employees are disengaged, demotivated and lack interest, you need to find out why – especially if it’s more than one employee. You could have a high turnover rate for employees. Why is that? Listening to recorded conversations, you can pinpoint when your staff begin performing less optimally than they should. As in number 2, a big data stream has the ability unearth great insights here, too.

4. Getting it right

Undoubtedly your business has a set script and certain strict compliance requirements that your employees need to abide by. How many of those conversations can you verify as being compliant, or having adhered to script requirements? If you’re in a call centre, reaching compliance requirements is of utmost importance, that’s why something like call recording can help.

Firstly you have a record for your auditors, and secondly, by listening to recordings, you can identify which staff were adhering to scripts, being compliant, and adopting the best possible best practice approaches.
With the clear shift towards working mobile, call recording assists your business with getting compliance right effectively. For employee engagement this means that staff are working in a compliant culture, and feel more compelled to adhere to their requirements.

5. Enhance coaching and training

Call recording provides an optimal coaching and training tool. It lends business a mechanism with which, like the self-evaluation tool, employers and managers and the like, can listen to recording to pinpoint what is working with employees, what is not, and consequently how these issues can be remedied. Working together with managers to help enhance an employee’s performance improves employee engagement, as it helps them feel like valued team member.

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