Previously an expensive solution requiring complicated hardware, call recording has since trickled down to become a desirable feature offered in most—if not all—phone systems. In fact, call recording has become so common we think it’s a must-have feature for just about any business.
Thanks to the simplicity of a Hosted PBX platform, your business gains access to robust features like call recording without the headache and costs that previously came along with it.
While call recording has become the standard and an essential tool for any contact center, even businesses that focus less on customer contacts can still find a use from recording and keeping a log of all its calls. To help your business understand if call recording may be a valuable addition to its communications, we are going to break down a number of use cases and benefits the feature can bring to the table.
Why Call Recording?
When it comes to Contact Centers, your business needs to be as agile as possible to respond to the ever-changing demands of customers. We live in a time where the customer experience is a critical component to any business that interacts with clients — if customers have a bad experience, they’ll simply shop elsewhere.
At its simplest level, call recording can offer your business a way to ensure legal regulatory compliance (as well as company-wide guideline compliance) and a way to monitor the customer experience as it unfolds during every single phone call your business takes. But beyond fulfilling the needs of a contact center, call recording can also be utilized by any business.
Six Benefits of Recording Your Business Calls
1. Training and Quality Assurance
So, as already stated, the major use for call recording is within a contact center. Managers can listen-in on recorded phone calls to ensure that their agents are meeting quality standards to deliver the best customer experience possible. They can ensure that the interactions your agents are having with customers meet the level of quality and satisfaction your business is striving for.
When it comes to training, call recordings allow managers to find specific examples of what to do—and what not to do—from factual, real-life interactions. Call recording can also help managers understand which agents might need extra training and guidance, with a glimpse into their performance as it actually occurred.
2. Enhance Your Product or Service
With call recording, your business can look back at previous interactions between agents and customers to form a better understanding of how to improve product or service offerings. Recordings provide real-life, factual communication transactions that can highlight the real problems customers are facing. This allows teams to gain greater awareness of how and where a service or product needs improvement. By listening into support phone calls, product development and marketing teams can gain insight into exactly which issues customers are having, and what pain points they experience.
3. Ensure Regulatory Compliance
Many businesses, particularly those in the medical field as well as contact centers, have to abide by very specific regulatory compliance laws. For example, in the medical field, your business must follow HIPAA compliance regulations to ensure consumer and patient information is protected. Call recordings allow managers and administrators to look into the exact interactions your business is having with its customers and patients, and ensure that agents are following regulatory compliance laws as they need to be.
Again, this can also help managers determine which agents require training, or when and how to implement new regulations and guidance for agents to ensure compliance.
4. Capture Missed Details and Information
Even with modern CRM solutions that allow your agents to log every single piece of information for every single interaction, its entirely possible that something may fall between the cracks. Agents still might have to manually input information and write notes on their tickets for each interaction. Human error is real, and it’s possible that an agent may forget to input the correct information, or maybe even completely forget something the customer told them.
Call recordings allow your business to go back in time and listen to the interaction as it happened, offering an opportunity to find that missed information. This can help save time, and ensure the utmost accuracy.
5. Resolve Potential Disputes
Call recording can actually be your business’ strongest line of defense when it comes to any potential disputes between customers and clients. The litigation that may arise from a potential dispute could be absolutely crushing to a small business, and a headache to even larger businesses. Call recordings can help prevent any disastrous disputes, or prevent disputes from evolving into a lengthy and costly legal battle. Recordings of every single interaction will prevent disputes from turning into he-said/she-said battles, since the interaction and conversation was recorded. Managers can go back and listen to the interaction to see what happened, and use that information to best resolve the dispute.
6. Build Customer Personas
Similar to the idea of improving your business’ products or services, call recordings can even help your business—specifically a marketing team—better understand who your customers are. Recordings allow your marketing teams to listen-in on calls and interactions so they can build out a persona and demographic profile for different customers.
For example, if one age group is always calling in asking about a similar product or promotion, your business can tailor future services and develop a marketing approach to capture this demographic, or, alter the service to fit their needs better. Call recordings offer marketing teams the ability to gain a vast amount of insight from every day conversations and interactions.
Any business that is interacting with the public and serving customers should also always be looking for new ways to improve their customer service, and the customer experience. Call recording is one—if not the best—way to gain a large amount of insight into the customer’s journey, and how agents are preforming.
The edge that this simple feature can provide is just massive when compared to the issues that could occur without it.