The most effective manner of performance enhancement is self-observation. Recording calls via telephone recorders can serve as a powerful tool of agent introspection whereby they could use telephone recorders to retrieve their own calls and through a process of self-discovery learn how they could handle calls or situations more effectively. Certainly, this is valuable during the training phase, but it is also beneficial for seasoned reps, as it allows them to keep their skills sharp and helps sloppy actions from becoming bad habits. Telephone recording for agents could also help them to review a specific call that had a less than ideal outcome so that a more desirable approach can be determined and implemented. Quality assurance is yet another function that can be addressed through the use of telephone recording. With voice logging, supervisors and managers can easily and quickly retrieve, review, and evaluate agent calls. By integrating a program of silent monitoring, with side-by-side coaching and statistical measurements, an agent's overall effectiveness can be evaluated and verified. Telephone recording can act as a tool to address the deficient areas and reward the areas of excellence.
The telephone recorder can thus be a very handy tool to record and evaluate the employee performance with a view to warranty customer satisfaction.