Call recording for business should never be a grudge purchase, but many organisations are still unaware of the full benefits a solution can bring.
Here are 5 benefits of call recording.
Staff training and monitoring
Having recordings of calls accessible and able to play back to a trainee, existing employee or even a senior member of staff is always a valuable asset. You can select previous calls, those illustrating both model techniques and things to avoid, which can be used to help improve sales, support or general customer service technique.
- Reduce faults/errors
As a result of improving staff performance, naturally the number of errors will be reduced. Not only can call recording benefit staff, it can also be valuable when addressing simple problems such as remembering a customer’s telephone number or clarifying a quote or order. Playing back a call to answer these questions ensures both the initial mistake and the cost of putting it right are avoided.
- Upgrade employee performance
According to Edgar Dale’s Cone of Learning, people only remember 10% of what they’ve read, 50% of what they’ve seen and heard, and 90% of what they’ve done. By providing your staff with actual recordings of good and bad calling examples during training sessions, and have them simulate calls afterwards, they’ll be able to learn and provide high-quality customer service faster. This is all possible thanks to VoIP’s call recording feature, which allows every single call to be automatically recorded; that way, you can easily keep all audio files for future usage if necessary.
- Dispute resolution
Not sure that call recording is worth the investment? How many customer/supplier disputes have you had to deal with in the last year? They can be expensive and time-consuming when it is not clear what was agreed. If calls are recorded, you can listen back to the call and ascertain what was said by both parties, allowing you to efficiently settle such matters without wasting time or money.
- Become compliant
The Financial Conduct Authority(FCA) has set rules requiring firms to record telephone conversations to help deter and detect market abuse in the UK. With MiFID II in effect from January 2018, call recording and monitoring is vital if you offer financial services so ensure you have a robust solution in place. Furthermore, if you’re taking credit card payments over the phone, you’ll need to be PCI-DSS compliant with a secure payment provider and ensure sensitive data is not recorded.