Call Recordings Help Companies in many ways.
4.5 min read
Every call recording offers some benefits that you can’t get any other way. Marketing and sales departments find phone call metrics and measurements are crucial to their job success.
Here are 12 ways call recordings help companies.
Most businesses see an immediate and sometimes drastic impact on the performance of their employees. Perhaps when employees realize that their calls can be pulled up and listened to at any time, they are more mindful and work harder to get everything right. Maybe they want to impress the boss, or perhaps they’re afraid of being fired.
One of our valuable findings is — When phone conversations are recorded and scored, close rates massively improve. You can read more on this topic by following the link to a recent blog, Need Help Closing Sales? Start Scoring Phone Calls.
Call recording software, like Convirza, provides, analyzes phone calls and gives feedback within minutes. Companies know if employees were excellent on the call or if their phone skills are not on par.
Recorded calls afford the opportunity to discover patterns and weaknesses of individual employees. This information can be used to build training specifically for each worker. These conversations can also be used as the basis to develop training for new hires, as well as existing personnel. Specific examples of what went right during phone conversations and what didn’t can be used to inspire as well as correct.
By listening, you can get a clear picture of what’s going on in each department. Management blindspots are costly and dangerous. Call recordings monitor employee performance. To read more, see our blog, Tired of Broken Sales Promises – Get the Truth.
After evaluating phone calls, trends and call data can validate customer sentiment. Also, the perceptions of your customers or clients become evident. Convirza call tracking software features tagging abilities. Tags automatically categorize calls and can be customized to fit your business and initiatives.
Convirza’s call scores, call metrics, and Conversation Analytics® services are the artificial intelligence piece telling companies how consumers judge them.
These recordings can also be used for legal protection when customers or clients claim that they did not give the company permission to charge their credit card. Additionally, call recordings protect you if customers claim your representative misled them or lied to them. Convirza created Redaction Pro to ensure companies maintain PCI compliance.
To best protect the company, as well as ensure that each representative’s performance continually improves, it’s a best practice to review call tracking reports daily. Also, you should listen to a sampling of recorded calls. Small errors and deviations become evident early on while they’re still easy to fix.
Perhaps your employees don’t want to be recorded. The question is, “Why not?” Feedback is one of the best ways to continual improvement. Perhaps your employees are comfortable where they are. Maybe they are scared of call recordings. They either don’t believe they need to work on getting better results. Or maybe they are afraid that their poor performance will be documented. So to avoid evaluations and consequences some employees may resist call recordings.
You might worry that your prospects will object to call recordings and just hang up the phone. Did you know that in 38 states this isn’t even an issue? That’s because the law states that only one party on the line must consent to the recording – the other side doesn’t even need to be informed. So the implementation of call recording is easy. In these states, your employee is the one giving consent. Just make sure to get each representative to sign a document formalizing that approval.
If you call in the twelve states that do require all parties to consent, you can use the most common recorded statement, “This call may be recorded for quality assurance and training purposes.” But then you must ask if the other party agrees – something along the lines of “Is that okay?” tacked to the end of the recorded call notice.
The states that require two-party consent are California, Connecticut, Florida, Illinois, Maryland, Massachusetts, Michigan, Montana, Nevada, New Hampshire, Pennsylvania, and Washington. In the industry, these areas are called “two-party consent states.”
When conducting a call in one of them, if the other party does not give a clear verbal consent to be recorded, you must stop recording immediately. Each violation incurs a hefty penalty.
A bit more call recording policy. All recordings must be kept for two years in order to comply with the law. Whether you or your marketing agency store these calls is something you need to decide.
The upside to this requirement is the call recordings are available for a long time.
Most companies employ one channel recording, but not Convirza. Each call is recorded on a dual channel. One channel records your employee, and the other channel records the caller. This method allows each part of the conversation to be separated.
Having the conversation divided this way gives you the ability to hone in on what your representative said and what the caller said. The two are independent and not meshed like other call tracking software.
For example, dual channel recording is necessary to analyze calls and extract what happened during the conversation accurately. This word crunching gives an accurate call score plus dozens of other handy reports.
You may be thinking that call recording equipment is expensive – and it is. Call centers easily spend $100,000 or more each year. At this price, it’s out of reach for most businesses. When you let Convirza do the call recording, you have no expensive equipment to buy, install, or maintain. You don’t have to have a dedicated IT professional on your payroll. And you don’t carry the burden of technology development.
Instead, you control everything from your computer on your Call Reporting dashboard. We do the rest, and for as little as $29 per month.
Originally published on Nov 2, 2017. Updated on November 30, 2018.