Contact centres need a mechanism for sorting
Given that over 90% of organisations use call recording technology, contact centres need a mechanism for sorting, classifying, and organising their call records. Without this mechanism, your recorded files are rendered useless, unable to provide any truly meaningful insights as there’s simply too much data to sift through. Call tags are among the most common tools used for this purpose.
You can define call tagging as a file management or information management tactic that buckets recorded calls as per their common traits, objectives, and business relevance. Call tagging can be done in real-time or based on recorded files – most contact centres use a combination of the two.
While the concept of call tagging is relatively straightforward, its real value lies in the type if tags you use. Contact centre software ships with a set of default tags like “new customer” or “order returns,” which you need to customise as per your contact centre processes and escalation workflows.
Keep in mind that call tags will vary, depending on whether you are in the inbound or outbound line of business.
For outbound (i.e., sales-focused) contact centres, calls are typically tagged into “interested,” “not interested,” “no response,” “invalid number,” and “do not call” tags. This helps agents keep track of which leads are the most promising and which ones are best left behind.
For inbound, tagging is slightly more complex. You can tag incoming calls based on:
Apart from this, you can create tags based on your specific business goals. For example, an organisation might want to tag all calls handled by newly-hired agents during the first month of their employment across different contact centre locations for quality management purposes.
Depending on your software, you’ll be able to add tags either for ongoing conversations or for call recording.
In the case of the former, the agent UI will have an option for adding call tags. When they click on the option, a list of possible tags appears so that the agent can choose 4-5 tags (configurable). The contact centre manager might be able to enable mandatory call tagging as well, in which case the UI won’t close until the agent has selected a few tags.
When tagging recorded calls, it is usually done by a team leader or a supervisor, going through the entire day’s conversations. This feature is available if your contact centre software has a recording system built into it or integrated with it.
A combination of the two lets agents perform the first tagging cycle, placing calls into identifiable and retrievable buckets. Managers can then zero in on specific tags and classify them further.