Call Recording for Business: 5 Immediate Benefits
5 min read
Excellent customer service is the cornerstone for getting and keeping clients.
Customer service isn’t just about being polite to your customers – it’s an important part of the business that affects how your customers interact with you and how they feel about you. Word gets around and non-customers also know how you treat people.
Recently, companies are transforming customer service into a business objective and calling the approach and department – customer success.
Phone calls are a huge part of customer success. People call because they need help, have questions, and want to talk with a real person. For some amazing statistics that prove phone calls still matter for businesses today, check out this recent article… Do Phone Calls Still Matter for Businesses?
Since calls are so important, call recording for business is crucial. If calls aren’t recorded, you have no idea what transpired. Without call recording for business, you have no way to monitor your employees or manage your leads. In essence, you are deaf.
Call recording is one of the communication features that will improve the way your employees communicate with your clients. Call recording can do a lot more for your business. If you are not using this technology, put it in place now.
Businesses are using call recordings in various creative ways like
Call recordings are great for training and managing new employees. Apart from fulfilling the requirements of a contact center, call recording can also be used by any business, whether it be insurance, hospitality, travel, or real estate, you must be tracking calls.
Recently, we explained 12 Ways Call Recordings Help Companies. Here are 5 reasons why call recording for business is becoming more important.
Telephone conversations are important communication links between you and your clients. How you handle calls is vital to your success.
Call recording for business communication lets you review calls. Managers can listen to the recorded phone calls and ensure employees are meeting quality standards. If not, managers have proof and examples to train employees to provide the best customer experience possible. Performance is verified and recorded.
Many businesses have call scripts. The best way to check call scripts adherence is with call recordings.
Also, companies that have trade secrets or may have compliance requirements use call recordings for quality control. Examples of compliance requirements on calls are HIPAA regulations, see Caller Privacy, and data security standards (see PCI compliance with Redaction Pro).
From time to time, you might have complaints about a particular employee, call recordings enable you to listen and review their calls. You can help your employees understand how they can improve their customer service skills.
We’ve all heard it before: “This call may be recorded for quality and training purposes.”
Call recording is an extremely valuable training tool. It is helpful for training both new employees and your existing staff. Read more about Phone Call Recording & Accountability
Managers can listen to recorded phone calls to make sure representatives are meeting quality standards and delivering excellent customer experiences. And, when it comes to training new employees, managers can find particular call recording examples of what to do, and what not to do from actual, real-life interactions.
Moreover, call recordings can also help managers identify which agents may need extra training and guidance.
The feedback you get from your customers through call recording very helpful. It helps you better understand how to improve your products and services.
Additionally, many companies share call recordings with their product management teams. This is another view to understanding how consumers are using your product, what they love about it, and what could be improved.
All this is a great way to push your business ahead, effectively satisfy customer expectations, and promote positive growth.
By monitoring real-time communications between agents and customers, you will be able to discover and improve weaknesses in your customer service.
We recommend listening to recorded calls and see the responses you get from your customers. This will help you determine what they’re looking for and accordingly make the necessary changes. You’ll be able to become better at providing excellent support to your customers.
No matter how actively we listen to the other side, there will always be slight, but essential details that are forgotten instantly once the call is over.
When handling a large number of calls and completing multiple tasks, it is expected that some points can be missed occasionally.
However, by having the calls recorded, you can return to the conversation and find out exactly what needs to be done. And, there won’t be the need to contact the customer again. Contacting a customer for little details can be embarrassing and will reflect badly on your brand.
Call recordings will also save time, and ensure the highest level of accuracy.
Call recording for business adds professionalism and lets your consumers know that you want to get things done right. The multiple benefits of call recording make it the ideal solution to watch your business performance and enhance your customer service in an inexpensive way. Remember these stats and how call recording can help you monetize this valuable piece of information.
Convirza has recorded calls and analyzed them for more than 18 years. We can help you get the most out of your phone conversations. If you are ready to start recording your calls, we can show you how easy it can be. Schedule a customized demo today.
When was the last time you faced difficulty around customer calls? And, did you feel that a recorded call would have been helpful to address the issues. Do let us know in the comments section below.
Originally published on May 28, 2019.