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Call Recording: Why It Matters?
Almost every company these days is constantly trying to find new ways to improve their operations—whether 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?
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 won’t 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.
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 R&D 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 don’t 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 everyone’s 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.
However, the call recording feature’s benefits aren’t limited to a specific team—from 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 this feature before it is too late?