Handle Lesson Issues Efficiently with Real-Time Call Records

When conducting online lessons, interruptions due to technical issues, miscommunication between participants or other unforeseen circumstances are inevitable.

When problems arise, assessing the situation accurately in order to provide swift and effective solutions is essential. This is where access to call records becomes an invaluable tool.

Problems Arising from Inability to Access Call Records

General video chat tools require the following steps when addressing lesson-related issues and inquiries:

• The organization receives an inquiry or complaint
• The tutor verifies the situation and provides a report
• The administrator assesses the information and responds

This process can be lengthy, particularly when you must wait to receive a response from tutors, who may be unavailable due to technical issues or because it is outside of their working hours. This means valuable time could be wasted before a solution is reached.

Handling issues properly requires an accurate record of the facts of the case. Some tutors may choose to make notes on the issue during the lesson, while the information is still fresh in their minds.

However, doing this may cause them to lose concentration or appear distracted and unengaged as their attention is diverted from the student. This can lead to more student complaints and damage to your business' reputation.

In an attempt to make the user experience smoother, some organizations may choose to forgo the confirmation flow described above. Instead, they may simply offer tickets for free lessons in cases when complaints arise.
However, if users become aware of this policy, some may attempt to abuse it and request tickets by fabricating issues with their lessons.
This will increase the number of free lessons offered, negatively impacting service revenue.

In the event of complaints regarding a tutor's behavior during a lesson, it can be difficult to accurately determine what happened. Relying on accounts from either the tutor or the student will inevitably create opportunities for he-said-she-said situations, while key facts could be exaggerated or downplayed. And the more serious the complaint, the more difficult finding the truth is likely to become.

Bellbird Allows Users to Check Call Records in Real Time

Bellbird, a video calling system developed by DMM Eikaiwa, addresses the aforementioned issues in the following ways:

1. Call records can be checked quickly and independently

Bellbird enables administrators to quickly access all call records within the organization. This can be done from the admin screen — which is updated in real time — in minutes without needing to wait on a response from the tutor.

There is no need for tutors to check in or report the situation to the administrator during the lesson. This means they can continue their work without distractions and unnecessary interruptions.

Because we can grant lesson tickets after assessing the situation, we can reduce the number of free lessons provided under false pretenses, thereby saving time and money.

Even if the claims of the user and tutor differ, the following information can easily be obtained from call records:

• Call history, including the times each participant entered/left the room
• Chat history, including deletion history
• Audio and video data

The administrator can use this information to verify what actually occurred in order to make a fair and timely judgment.

What Are the Further Benefits of Using Bellbird?

Now, let's examine the additional advantages of implementing a video calling system that enables access to call records in real time.

1. A reduction in operating costs

Having a streamlined process for reviewing relevant information removes the need for time-consuming status reports, leading to more efficient use of company resources.

2. An increase in customer satisfaction

After submitting a complaint regarding a lesson issue, the user must wait for a response. Depending on the particulars of the case, the wait time will vary, and the longer this delay persists, the lower the customer satisfaction will be.

Bellbird makes it possible to complete this process swiftly, allowing you to respond to inquiries much faster than users anticipate.

3. A reduction in tutor costs

By being able to check call records, administrators will no longer need to provide free lessons for situations that don't warrant them, such as the following:

• Despite a brief delay, the lesson commenced and was conducted for the designated duration.
• Despite a brief disconnection, the lesson resumed and was conducted for the full duration as scheduled.
• The user's statement was false.

A reduction in unnecessary free lessons leads to lower tutoring costs, saving your business money.

Summary

When it comes to online lessons, issues will unfortunately arise from time to time.

At DMM Eikaiwa, the ability to check call records in real time through Bellbird has led to a reduction in operating and tutor costs as well as a boost in customer satisfaction.

If there is room for improvement in how your business handles user complaints, we encourage you to try Bellbird for yourself to see if you can enjoy similar results. Try it today and take advantage of our free trial!

• video calling system