It's getting rarer and rarer these days to find a TV without some kind of recording function. You probably have at least some experience with being able to record and watch programs at will, and if you have this software yourself, I'll bet you wonder how you ever lived without it.
This may seem like a tangent, but it does actually have some relevance to business phone systems. Call recording technology has come such a long way that it now works in exactly the same manner. You'll be able to retrieve, search through, pause, download and listen to your recordings on demand. You'll be amazed at the range of benefits this can have for your business:
Accuracy
Taking information from and confirming it with your customers can be an unnecessarily complicated process. After taking the information, you either have to write it down or remember it, usually transferring the details over to a computer and sending it along to the relevant people. That's a lot of opportunities for information to get mixed up or go missing. With call recording, not only are you guaranteed not to miss or lose any information , you can easily download and send snippets of conversation directly to relevant parties as receipts or confirmation.
It doesn't just help with information from your customers. We all know that conference calls aren't always the most organised or efficient form of communication - all parties are trying to get their point across and amongst it all it's easy to miss important dates, facts and figures. With the ability to retrieve any previous call, you won't need to worry about any information getting lost.
Training
It can be difficult to simulate real-world scenarios for call centre staff during training. Companies tend to use methods that are either one extreme or another, ranging from time consuming techniques like hiring actors to play the parts of customers, to inexpensive yet unconvincing and unrealistic methods. Of course, neither scenario is ideal. Call recording resolves this issue as your employees can train with real calls and experience a realistic call centre environment. As the calls are recorded from your own communications, using them for training doesn't come at any extra cost. As well as initial training, this also gives members of staff a chance to hear where things might not have gone quite right during previous calls and learn from their own experiences.
Customer Satisfaction
Call recording can go a long way to improve the way your business deals with its customers. It's all very well being able to collect data about call length, waiting time and missed calls, but the best way to know exactly how your customers feel about your service is listening to what they have to say. Paying attention to how your customers interact with your employees and recording any recurring complaints will allow you to improve the way your business interacts with its callers and ensure a high level of customer service.
Security
Not every call is straight forward. In a setting where hundreds of outgoing and incoming calls are made daily, frustrations will inevitably rise and incidents can occur, meaning you always want your staff to be prepared and protected. While we'll never be able to prevent problematic calls entirely, by recording them your staff can be protected from future calls from the same numbers. In a worst-case scenario, recordings can be invaluable evidence for official investigations. You may even find that by making callers aware that they are being recorded, you can deter unnecessary nuisance.
And don't worry...
If you ever need to take personal or confidential details over the phone, just let us know and we'll make sure you're easily able to switch the recording feature on and off at the touch of a button.