Of course, there is no harm with businesses adopting major changes to their operations as they seek to take advantage of new technological advancements, but business owners often overlook the smallest of ideas. Call recording, a simple addition to your business phone system, might not seem like a major ground sweeping change, but you cannot underestimate its utility. The benefits of call recording are endless. In this blog we aim to take you through the benefits of call recording and explain why it is paramount for your business.
Save important calls…You would save important emails, so there’s absolutely no reason why you shouldn’t do the same with your calls. Recording all of your calls allows staff to listen back to them as many times as they please, ensuring all important customer details are correctly noted down which could have otherwise been forgotten or lost in translation without call recording. Furthermore, call recording will allow your staff to make notes after the call has finished, allowing them to give their undivided attention to your customer, improving your customers overall experience. Read our blog here to see why call recording is specifically important for care homes.
Protect your business against disputes…Fraud against businesses is almost inevitable in this day and age. With Call Recording you can limit your liability and protect your business against any unwanted costly lawsuits. Call recording gives you a full record of every telephone conversation your business encounters, providing concrete evidence which can be produced in the event of any customer disputes, ultimately protecting your brand and business. Moreover, call recording can be a useful deterrent, protecting your staff from abuse.
For Staff Training and Customer Service – Call recording provides a fantastic opportunity to monitor and train your staff.
As a business owner, you will be able to monitor conversations between staff and your customers, allowing you to offer advice on how staff can improve their communication skills, whether that be tips on how to sell your products more effectively, or how to deal with customers more compassionately. Aside from being an effective method of training new and existing staff to boost sales, call recording will also improve the quality of your customer service. If staff are aware that all their calls are recorded, with the possibility they could be audited by a manager at a later date, staff will inevitably be more inclined to work to a higher standard.
Customer satisfaction – by maintaining a large selection of call recordings over a large time period, managers and owners are able to monitor customer satisfaction ratings over time. As everyone knows, high customer satisfaction levels are an integral part of customer retention. Call recording offers the perfect platform to measure key performance indicators and assess if targets are being met.
Legality – as long as your customers are aware that their calls could be getting recorded, call recording is completely legal. All of our business phone systems come with professional welcoming messages for your business as standard. In this message you can notify them their calls are being recorded, ensuring you meet all government guidelines and criteria. All of our systems are fully compliant with: MiFID II, Dodd Frank, and PCI.
Regardless of the industry you’re in, call recording should be used in each part of your business. Whether you wish to increase sales, boost revenue or enhance customer experience – call recording is one simple feature that can facilitate all of those. The benefits of call recording are endless.
