Call Recording: Why It Matters?

1
Call Recording Why It Matters?
Almost every company these days is constantly
trying to find new ways to improve their
operationswhether that includes improving sales,
simplifying team collaboration, or retaining
customers. Regardless of what areas of the call
centers you wish to improve, recording your calls
will prove to be an efficient step in running
your business successfully. Organizations across
the world have been implementing recording
functionality into their contact center
technology to drive better outcomes for both
customers and their brands. But how exactly does
call recording help your business? Why is it
considered so valuable? Can every business
benefit from a call recording system?
2
THIS ARTICLE WILL ANSWER ALL YOUR QUESTIONS
ABOUT CALL RECORDING AND ITS MERITS. 1 CAPTURE
MISSED/OVERLOOKED DETAILS When you are talking to
customers, it is essential you listen actively.
You might also want to take notes to keep track
of the details and ideas. However, doing all
these can be challenging during a call and can
prevent you from being an active listener. The
call recording functionality will allow you to
give your full attention to a call as you can
later replay the conversation to take notes. This
way, you can make sure your customers feel
heard, which is a big part of offering good
customer service. Furthermore, sometimes you
might find it hard to make out what a customer is
saying, particularly when they are in a noisy
environment, talking fast, or speaking in a
heavy accent. While you can ask for clarification
when needed, a record of the call will allow you
to playback as many times as you want with the
peace of mind that you wont miss anything
important. 2 COMPLY WITH LEGAL
STANDARDS Often, organizations are confused about
whether recording calls are legal or not. So, we
would first make it clear that it is entirely
legal to record calls as long as there is an
acknowledgment that it is happening. For
instance, you can let the customer know that the
call will be recorded either by directly telling
them or through means of a pre-recorded
message. By maintaining a database of recorded
calls, your business will be able to stay
compliant with legal, industry, and service-level
compliance guidelines. Lawsuits and legal
representations are often expensive, and they can
be financially crippling for any business other
than the biggest companies.
3
Typically, a majority of lawsuits filed against
companies arise from miscommunication. Hence,
call recording can be a lifesaver when it comes
to sorting things out without getting lawyers
involved.
3 IMPROVE YOUR PRODUCT AND SERVICE
OFFERINGS You can share call recordings with the
product management or RD teams to help them
better understand how your customers use your
product, what they like about it, and what they
think could be better. All these insights are
invaluable as they are essentially free
information that could be translated into
products and services that efficiently meet
customer expectations. 4 BE CAREFUL ABOUT THE
WORDS YOU USE It is easier to lose customers than
to acquire a new one. Furthermore, acquiring a
new customer costs nearly five to seven times
more than retaining an existing one.Impeccable
customer service, alongside the other
customer-centric aspects of your business, is
vital to retaining customers. As the adage goes,
sometimes it is not what you say, but what you
dont say that defines a conversation.If you
run a small- or medium-sized business, you will
likely come across repeat customers whom you will
get to know on a personal level. By listening to
their call recording carefully, you and your team
will be able to discover certain things to avoid
saying to a certain customer so as to not hurt
their feelings. This way, you can stay in
everyones good graces. 5 TRAIN YOUR TEAM
MORE EFFICIENTLY Recording calls allows you an
opportunity to hear how your team members speak
to your customers. This is an excellent chance
for managers to help their team members improve
their communication skills by offering tips on
how to sell more efficiently or how to better
their customer service and support.
4
However, the call recording features benefits
arent limited to a specific teamfrom
receptionists to salespeople, anyone can take
this opportunity to receive granular
coaching. TAP INTO THE BENEFITS OF CALL
RECORDING At the end of the day, call recording
happens to be an inexpensive way to monitor your
business performance and bring forth new
changes. It also showers you with a wealth of
data, alongside several ways to put that
information into practice. So, why not take
advantage of these voip phone features before it
is too late?
Visit also Cloud Telephony What is it and How
Does it Work? London 20-22 Wenlock Rd
London N1 7GU Tel [phone]