Why Always Use Call Recording

Call recording and VOIP

Monitor your conversations and diagnose arising problems.

Everyone has called a customer service at some point in his life and been greeted with a message of this sort: “This call MAY be recorded for quality assurance purposes.” Its a white lie as it is not based on a chance. All the conversations get recorded and for a good reason. Call recording is being used to ensure customer satisfaction and monitor employee productivity. And while it can hardly be used as evidence in court it can help refresh the memory of an employee or stubborn client. Today, more and more businesses know the true value call recording and are using it to some extent. The truth is that most Apps for call recording are not integrated in the dialer. And most dialers insist on saving all data on the phone limited memory.

Dispute Resolution

When a customer calls support, he is usually trying to convert, seeking help or reporting a problem. The reason for the call can be from unclear information to customer mistake or simple lack of knowledge or information. Of coarse it can also be because of defect product or simple misunderstanding. In many cases the person conversing on the phone can’t comprehend the root of the problem right away or simply misses some of the provided information. Having a call record allows the tech team or managers to listen to that conversation and diagnose the specific problem. The process slow, time consuming and often neglected but can improve the overall work flow if used for similar cases.

Fosters Growing Businesses

As businesses develop, its not uncommon that they establish offices in multiple locations or start to outsource part of their tasks. It becomes more difficult to manage multiple locations and offices that are located abroad. Call recording than steps in to ease the diagnosing if conversation and conversion problems as well as monitoring of customer satisfaction. It can be done at any location without need of much or any investment.

Productivity

When recording calls the business can make customized call reports based on different factors. Call length, call scoring, and number of calls per employee, time to answer, calls peak hours and even customer satisfaction can be measured. It is even possible to highlight personal calls, leading to better interconnectivity in the company or weeding the employees that tend to make excessive personal calls. Just knowing that you can listen on the conversations your employees will deter from making personal calls, will pay more attention to how they are addressing the customers and refrain from sharing sensitive company information. Overall, the business achieves better productivity and optimizes the use of time and resources.

Where VOIP kicks in

Apart from all the other benefits of VOIP we have already discussed it can really shine when it comes to call recording. VOIP providers have it hard as VOIP is harder to sell and has to bring more to the table. Voice recording is one of those things and it is easier and better than because of the Internet nature of VOIP. Voice recording is provided as free feature and in most cases is embedded in the VOIP servers. That means that the calls are saved a remote server and the you get a link to the media that you can open from any device at any place and any time you wish. As a bonus it does not clog your phone memory and if done right can be used from both office VOIP phones and mobile applications.

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