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October 16, 2018

Why Your Business Should Be Recording Calls

Traditionally being an expensive add-on requiring the installation of additional hardware, call recording has now become affordable and inexpensive for businesses running modern phone systems.

If your business communicates with customers primarily by phone and you’re not recording calls, you are missing out on the many benefits including improved efficiency and higher customer satisfaction that come with call recording.

Discover the key reasons why your business should be recording calls in our latest blog post.

Training and Quality Purposes

“Calls may be recorded for training and quality purposes” – it’s something that customers hear all the time when calling businesses and it’s beneficial for a number of reasons including:

  • Just by having call recording software in place, members of staff are much more likely to try their best. Not just because they don’t want to be caught acting poorly on the phone, but also because they are far more likely to be recognised for outstanding performances that might have otherwise been missed.
  • Managers are able to listen back to interactions, highlighting areas for improvement and helping operators perform better; this can lead to improved staff satisfaction levels and retention rates.
  • These recordings can also be saved and used for further training, equipping new employees to deal with a wide variety of different customer scenarios.
  • Should a dispute arise between caller and operator, management can listen back to the call in full and decide the best course of action.

Handle Customer Disputes Better

Unfortunately, complaints do happen and they are almost inevitable – but having call recording enabled makes them easier to deal with.

With a complete call history available, the responsible person can listen back to every interaction between the customer and the business and recommend the best course of action. Again, these calls can be used to train staff and improve the business’ dispute resolution process.

Another aspect of handling disputes in regards to call recording is when it comes to pricing. If a customer claims that an operator offered a certain deal or price, or claims that work was carried out without their approval.

Instead of it just being the caller’s word against the operator’s, management can review previous calls to find out what price was agreed, or whether or not permission to carry out work was granted. Both these issues may be found in car dealerships, where permission must be sought before carrying out work.

Furthermore, in more serious cases where a member of staff is verbally abused by a caller to the point where the police need to become involved, call recording gives you the proof you need to bring a case against them.

Capture Missed Details

Customers can become frustrated if they are asked to repeat their details numerous times, particularly if they have been passed between departments. Additionally, operator time is wasted asking again for information when they could be answering more calls. With call recording software, operators can simply end the call, then listen to it back afterwards to collect the necessary details.

Continuity of Customer Experience

A lack of call continuity can damage your brand. If customers have an ongoing complaint or query and have to re-explain the situation to each operator, they are less likely to feel a connection or trust the business.

In addition to building up customer profiles through a CRM, call recording can be used to ensure that a customer’s interaction with the business picks up where it left off.

For example, if a customer called to find out more information about a product or service but had to terminate the call, lost signal or was told to call a different department, the relevant person could listen to their previous calls to ensure they had the necessary information prepared to answer the caller’s enquiry effectively.

Call Recording FAQs

Is call recording free?

Often. If you’re planning on purchasing or currently own a modern business phone system, call recording can often be provided at no extra cost.

Does every call get recorded?

Call recording can be set up in a way that suits your business. For example, if you didn’t want every call to be recorded because of international laws, you could set up call recording rules from different area codes, or even set up a hotkey to begin recordings on demand.

How do I access my call recordings?

Once the call is complete, your recording is stored on your PC, this area can be password protected to ensure that only the relevant people can access recordings.

Can outbound calls be recorded?

Absolutely, call recording can be set up for any outbound or inbound interaction from your handsets.

Can call recording integrate with my CRM?

Yes, our phone systems have the ability to integrate with most mainstream CRM systems, allowing you to attach your call recording files to customer profiles for other members of staff to take note when contacting them.

What about GDPR?

Dependant on your sector, GDPR may impact what permissions you need to record calls. Generally speaking, calls can be recorded so long as the recorded data isn’t being shared with another party. At Channel Comms, we’ll run you through all the ins and outs of call recording and GDPR before you go ahead.

Improve Your Customer’s Experience with Channel Comms

Are you ready to improve your customer service through call recording? At Channel Comms, we work with businesses of all shapes and sizes across a range of different sectors to help improve their customer experience through call recording.

If you’re looking to start recording calls, or have further questions about call recording – we can help. Give us a call today on 0800 856 6900 or fill out a contact form below and we’ll get back to you.

By fanaticCC

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