Adding the facility to digitally record incoming, and outgoing business calls is now easy and economical, even for smaller companies. In this short article, we are going to explore the six most compelling reasons for business telephone call recording. After reading it, you’ll be better informed and able to make an informed decision about whether telephone recording is right for your company.
1. Monitoring staff performance
Call recording provides invaluable evidence as to what your staff are saying to customers on the phone. These recordings can be used as evidence in
performance reviews and even disciplinary purposes, objectively highlighting differences between what your staff do on the phone versus what they say they do. Call recording is also a powerful crime prevention tool.
2.Evaluation of promotional campaigns
Most businesses will, from time to time, run specific marketing campaigns designed to encourage existing as well as new customers to call. Call recording provides a powerful way to assess their effectiveness. Telephone recording can be used for recording answers to simple
questions like “How did you hear about us?” to more detailed analysis of customer comments and perceptions. The information gathered can provide invaluable insights into campaign effectiveness and customer preferences. Call recordings can even be transcribed for inclusion in reports.
3. Staff Training
It’s difficult to coach staff who work on the phone due to the limitations of hearing only one side of the conversation. Modern Business Call recording systems allow accurate recording of both sides of the call for later analysis and feedback. This information helps managers to praise specific good behaviours and address problematic ones.
4. Customer service improvement
Customer service is a critical element for business success. Recording customer calls can help accurately identify general and specific customer service issues. This in turn makes it easier to fix the problems and improve your customer experience. Call recording also provides verbatim examples of best practice for inclusion in staff handbooks and training programmes.
5. Compliance with industry regulations or codes of conduct
Many businesses are now required by law to give their customers certain information such as cooling off periods, warnings, etc. Telephone call recording offers the perfect solution to evidence that the regulations are being adhered to and that customers are given accurate information and statutory warnings. You may think that you won’t have a problem, but, when a complaint or an investigation hits you, you’ll wish you had the proof to hand in the form of a digital call recording!
6. Transaction recording and complaint handling
Our customers tell us that having a recording of each and every telephone transaction has saved their bacon. Business call recordings can often help resolve difficult and potentially expensive disputes quickly, saving you time and money.
If you’d like expert advice on business call recording systems, please give Meridian IP Communications a call on 0845 313 0987.