10 BENEFITS OF CALL RECORDING SYSTEM from Mila's blog

No matter what industry you are in, if you have a successful business it’s just a matter of time before you begin to receive an increase in call traffic and enquiries from customers, potential leads and third parties looking to collaborate.

From improving customer service to enhancing your products or services, there is a variety of benefits associated with integrating a call recording system into your business.

In the midst of this exciting growth, as a business owner, you should continuously seek ways to improve your infrastructure. This is essential in creating the best possible experience for both your customers and employees who are on the front line as promoters of your brand.

For some, the thought of recording customer calls may sound more of a headache than it is worth or an invasion of privacy. However, call recordings have become a standard for both quality control and legal protection.

Here we discuss 10 benefits of call recording.

1. IMPROVE CUSTOMER SERVICE

Ever had a customer call and raved about your interaction with one of your employees? Well, one of the most obvious benefits of a call recording system is an opportunity for others to improve. Think about it! Having the ability to review your stellar interaction gives you a real example and teaching moment to not only share with the team, but also use for future training.

2. ENSURE QUALITY AUDIO

Your team may provide the best customer service in the world, but if your customers can’t hear you because of the background noise or bad connection then this is all in vain.
Recorded calls will enable you to pinpoint and troubleshoot the audio quality problems so you can correct it and make sure the conversations are crystal-clear.

3. ADDED CONVENIENCE FOR CUSTOMER & TEAM INTERACTION

If you are a small business with only a few employees you may not have the luxury to schedule a formal sit down with every client. Sometimes you’ll need to talk to them while you are out and about. With call recording software, you’ll be able to take calls from anywhere and then go back later and take detailed notes for follow-up purposes.

This feature also comes in handy for remote working teams. For instance, if you are leading team meeting calls, having recordings that can be sent out later, gives the team an opportunity to go back and review what have been discussed. The same goes for those that could not make the call.

4. INCREASE GROWTH OPPORTUNITIES

When it comes to acquiring new clients it is a combination of sales and marketing that drives in new business. In today’s digital world, there are an increasing number of opportunities to get your brand in front of people who want what you are offering.

Recording calls is a great resource to not only learn what it is that attracted them to you, it is also great for morale. Employees work harder and take pride in their day-to-day conversations when they can hear first-hand how a customer is benefiting from your product or service.

You could use some of the content of complimentary customer calls (with approval of course) as testimonials. These ‘customer success stories’ can be extremely beneficial for future marketing campaigns.

5. INCREASE EMPLOYEE BEHAVIOUR

Today’s political and social climate has made it clear that inappropriate behaviour in the workplace will not be tolerated. With a call recording system in place, you can reduce inappropriate calls and conversations.

In a scenario where you are working as a government contractor, for example, the system can help stop the leaks or release of sensitive information.

6. REAL TIME HELP

Imagine if your employee is stuck and needs immediate assistance with a customer query? BDM’s call monitoring solution allows those in a supervisory role to not only listen in, but also jump in real time, with options for silent or active listening.

7. STAY COMPLIANT & REDUCE COSTLY ERRORS

Government regulations require businesses to abide by their standards they have outlined to protect the interests of consumers.

While recording a call with acknowledgement is legal it is important to note, depending on your geographical location, the disclosures and laws surrounding call recording depends on what has been put in place by your local regulatory groups.

You can also easily provide evidence to resolve a dispute with customers who are not happy. In some cases, a recorded call can serve as a verbal contract between you and a client as long as there is proof of the conversation.

8. LESSONS LEARNED

When it comes to customer service standards, implementing call recordings allows your team to hear how adjusting to customer reactions, good or bad, make for more positive interactions and increased sales. These recorded moments are seeds that can evolve into teaching points.

9. ENHANCE YOUR PRODUCTS & SERVICES

Research and development teams find the feedback extremely helpful. For instance, the questions and recurring areas of confusion or frustration expressed by customers are helpful when the team goes back to the drawing board with product redesign. This information is not only invaluable, it is also free!

10. THE PERKS OF TECHNOLOGY

There are a variety of features that come along with implementing call recording systems, one of them being the tech aspect itself!

Call recording offers a unique set up benefits and features allowing you to track calls in ways you never thought of before. In addition to having the ability to share calls and add notes and comments, you also have complete control over who within your organisation has access to the recorded data.

FINAL THOUGHTS

While many believe call recording is just another phone functionality on a long list of apps and gadgets you can incorporate into your business. It is clear that it can have a considerable impact in the areas of customer service, training and more. It takes your business to another level that can be exceptionally beneficial as you thrive.