Why New Zealand Call Centres Don’t Use Call Recording?

The reasons why New Zealanders don’t commonly use voice recording are pretty straight forward. However, there are many technology platforms, which the rest-of-the-world use to their benefit, which NZ businesses can’t even start to entertain.  Is it all to do with our size and scalability?  Maybe so.

Laurie Smith, Director of CRM Consulting, spends a lot of time benchmarking New Zealand contact centres and evaluating their effectiveness.  She suggests that “call recording is essentially cost-prohibitive for New Zealand call centres.”

We totally agree with Laurie, that affordability the main contributing factor, however could there be some other reasons which go hand-in-hand with affordability?  Here are some suggestions in order of insurmountability for why we don’t use voice recording.

  1. Affordability
  2. Lack of time or staff resources to implement to obtain a full benefit
  3. Lack of management ‘buy-in’ or commitment
  4. Lack of understanding on how to get a return on your investment

Affordability and Business Improvement with Call Recorders in Call Centres

You can implement call recording and get a return on your investment.  Cackle’s Cloud Hub platform support call recording for each agent. Call us to inquire.

The reasons why New Zealanders don’t commonly use voice recording are pretty straight forward. However, there are many technology platforms, which the rest-of-the-world use to their benefit, which NZ businesses can’t even start to entertain. Is it all to do with our size and scalability? Maybe so.

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