How to effectively analyze campaign recordings to troubleshoot, improve agent performance, and understand contact responses.
Key Steps
Access the Recordings Section
Log into the system where call recordings are stored.
Navigate to the "Recordings" section.
Filter Recordings
Identify the filtering options available (by agent and outcome).
Select a specific agent (e.g., "Warm Mike") to view only their recordings.
Choose the desired outcome (e.g., "Appointment") to narrow down the results.
Apply the filters to view the relevant recordings.
Review Call Details
Listen to and Download Recordings
Use the playback feature to listen to the recording.
If needed, download the recording for offline review or sharing.
Tips for Efficiency
Familiarize yourself with the filtering options to quickly access desired recordings.
Regularly review call recordings to stay updated on agent performance and areas for improvement.
Utilize the synchronization feature to maintain up-to-date records in your CRM, minimizing manual data entry.
Create a schedule for reviewing recordings to ensure consistent performance analysis and feedback.