Call Accounting Featured Article

How Toyota's Central Philosophy Applies to Call Recording

July 21, 2016

The Toyota Production System, which comprises the automobile manufacturer’s core tenants and philosophies, centers around two Japanese terms: genchi genbutsu and genba. These terms go hand in hand, loosely translating to “go and see” and “the real place,” respectively. When taken together, these two principles guide the management philosophy of Toyota and a good lesson for marketers and business leaders.

Toyota managers believe that the only way to truly understand what is going on in the inner workings of their company is to leave their office and go to the “real place” to “go and see” for themselves. There’s no better way, they believe, to get a feel for the way the company is going than to get in the weeds and see for themselves.

While this philosophy was originally developed with manufacturing in mind, the same principle applies to businesses of many kinds, especially customer service. Managers need to have a good idea of what’s happening in their contact centers in order to figure out what is working and what areas need to be improved. This is why call recording and accounting solutions with strong data analytics is so important.

Large contact centers facilitate thousands of interactions with customers every day. Each one of these interactions provides a data point that can be used to fine tune scripts and approaches. However, all of this data is only useful if it can be collected. Call accounting is thus key for good management. Because so much data is generated and collected, call recording must come with powerful data analytics to allow managers to comb through all of this information and pull out the useful nuggets that can help identify approaches that are working and ones that need to be eliminated.

Edited by Stefania Viscusi

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