Listen : Audio version of this article
Call recording software has many benefits for your business, no matter what niche you operate in. You mightuse phones for customer service, B2B interactions or communication within your own company, but all these functions can be optimised by using call recording software. When you’re talking on the phone and relying on memory alone, small yet vital details can get lost forever. Call recording solves this problem so employees can refer back to the conversation to improve their customer service technique, participate in training interventions and have a permanent record of data. Below are four major benefits of using call recording within your business.
Recordkeeping is now less analogue in the form of papers and files and more digital in the form of online software. CRMs have changed the way client data is stored, leading to easier retrieval of information and a greater continuity between customer contacts. Call recording software has the power to revolutionise your recordkeeping even further. With call recording, employees can refer back to the source conversation to check facts and make more accurate records. Many call recording systems these days integrate easily into common CRM systems, allowing different software to easily “talk” to one other without lengthy installation or setup processes.
Better Employee Training
Sales and customer service departments are always looking for ways to increase customer satisfaction. With call recording software, the effectiveness of your training canbe greatly increased. This is because you can now use real recordings of customer calls to help train your staff. This will give them real life experience of taking calls before they actually take the plunge, allowing them to hear the common queries and objections brought up by customers in call recordings. When your staff start taking real customer calls themselves, your call recording software is there to enable playback and easy assessment of their performance. With the playback feature, areas that need improvement can be pinpointed by a supervisor and highlighted to the staff member.
There are many uses for call recording software that mostly involve internal processes. But if your business operates a call centre or is involved in sectors such as finance and healthcare, then call recording software is vital. If there are government laws stipulating how you relate to clients, or how client information is stored and recorded, then call recording can help. By listening back to staff calls, you can ensure that your employees are abiding to relevant legislation in their interactions with clients. Furthermore, some call recording software has an automated function that removes details such as credit card numbers from calls to stay in line with privacy laws.
Act on Customer Feedback
Call recording software can prevent a defensive attitude on the part of your company when
customers call to complain or offer feedback. Rather than an argument ensuing, call recording allows you to
listen back to the source conversation and understand the point of view of the
customer with more clarity. Their feedback can also then be brought back to
staff training opportunities to lower the frequency of complaints in future.