Ring, ring! That’s the welcome sound of incoming business.
No matter what industry you are in, if you have a successful business it’s just a matter of time before you begin to receive an increase in calls and enquiries from customers, potential leads, and other brands looking to collaborate.
From ramping up customer service training to learning how to better connect with your growing call traffic, there is a variety of benefits associated with integrating a call recording system into your company.
In the midst of this exciting growth, as a business owner it is your responsibility to continuously seek ways to improve your infrastructure.
This is essential to create the best possible experience for both your customers and your employees who are on the front line as evangelists of your brand.
At first the thought of recording calls may not seem like an are you should focus your time and resources. For some, the thought of recording customer calls may sound like more of a headache than it is worth. For others recording calls may even seem like an invasion of privacy.
However, call recordings have become a standard in business for both quality control and legal protection.
Read on for our list of the ways implementing call recording can enhance your business.
1 – Improve Customer Service
Ever have a customer call and rave about an interaction with one of your employees? Well, one of the most obvious benefits of a call recording system is the opportunity to improve customer service to better suit their needs. Think about it! Having the ability to review that employees stellar interaction with your customers gives you real world examples and teaching moments to not only share in team meetings, but also use for future training.
2 – Ensure Quality Audio
Your team may have the best customer service in the world, but if your customer can’t hear you because of noise in the background or bad connection then this is all in vain.
Recording calls will help you to make sure the conversation is crystal-clear. If you do notice something wrong, this will enable you to more effectively pinpoint and troubleshoot the audio quality problem.
3 – Added convenience for customer interaction
If you are a startup with only a few employees you may not have the luxury of having a receptionist or be able to schedule a formal sit down with every single client. Sometimes you’ll need to talk to clients while you are out and about at meetings.
With call recording software, you’ll be able to take the call from anywhere and then go back later and take detailed notes of the conversation for follow-up purposes.
This feature also comes in handy for remote work teams. For instance, if you are leading daily sales team calls, having recordings that can be sent out later to employees in the field gives them an opportunity to go back and review the information. The same goes for team members who could not make the call due to meetings or other scheduling conflicts.
4 – Connect with your customers
When it comes to acquiring new customers it is a combination of referrals, marketing and advertising that drives in new business. In today’s digital world, there are an increasing number of opportunities to get your brand in front of the people who want what you are offering.
Recording calls allows you to keep track of these customer stories. This a great resource to not only learn what it is that attracted your customers to you, it is also great for morale. Employees work harder and take pride in their day to day when they can hear first hand how a customer is benefiting from your product or service.
You may also be able to use some of the content of complimentary customer calls (with approval of course) as testimonials. These “customer success story” nuggets can be extremely beneficial for future advertising and digital marketing campaigns.
5 – Increased Company Security
Today’s political and social climate has made it clear that inappropriate behavior in the workplace will not be tolerated under any circumstances.
With a call recording system in place, you can reduce inappropriate calls and conversations.
In a scenario where you are working in a secure environment, for instance government contractors, it is important to monitor trade secrets. Having a call recording system in place can help prevent leaks and the release of other sensitive information.
6 – Real Time Help
Imagine if your call center agent is stuck and needs immediate assistance. Call recording allows those in a supervisory role to not only listen in, but jump in real time. WIth options for silent and active listening, outlets like BDM Voice call monitoring solutions can provide for your business.
7 – Stay Compliant
Speaking of security, government regulations require businesses to abide by standards they have outlined are put in place to protect the interests of the customer.
While recording a call with acknowledgement is legal, it’s important for you to look into local disclosures in your area.
It is important to note depending on your geographic location, the disclosures and laws surrounding call recording depends on what has been put in place by regulatory groups.
8 – Lessons learned
When it comes to customer service standards, implementing procedures that require call recordings allows your team to hear first hand how adjusting to customer reactions make for more positive interactions and increase sales. These recorded moments are seeds that can evolve into teaching points.
9 – Professional Development
If you are, for instance, in a high performing office meeting or exceeding sales goals, you may find yourself searching for topics for discussions on improvements at weekly or monthly meetings.
Look no further than your call recordings for real world material that can assist you with creating relevant review material, case studies, and best practices for your business and future expansion.
Remember, everyone in your company, from the top salesperson to the receptionist to a brand new account executive who has never worked in sales can benefit from education, coaching, and feedback.
10 – Reduce Costly Errors
It is clear from a legal perspective that establishing and maintaining a database of call recordings will help your business in the event you are asked to comply with a court order or some other legal proceedings. In many cases this is also a legal requirement in some industry’s.
Not only are you able to refer to them if you find yourself needing to resolve a dispute in a litigation with customers who are not happy or in the event of a legal matter.
Another benefit of recording phone interactions is that it can help you resolve disputes.
With call recording, you can easily verify claims by going back looking through previously recorded messages.
In some cases, a recorded call can also serve as a verbal contract between you and a client. In many cases verbal contracts are as good as written contracts as long as there is proof of the conversation.
The file can be retrieved and forwarded to the customer to resolve a dispute straightaway. In the event of a legal
11 – Sales Training
Whether you are a solo entrepreneur or you have a small business that has seen an increase due to your marketing team, you may find yourself in the position to quickly onboard a sales team.
This can be an amazing experience and shows that your business is making forward progress and the standardisation of your sales program is essential.
This is where call recordings come into play. Having a set script which is constantly being tweaked and revised based on real world customer feedback is another major benefit of implementing call recordings for business entities with a sales force.
12 – Transcripts as a tool
Having the ability to print call transcripts is another way you can integrate call recordings into professional development. When you or your team has free time, having the ability to review conversations, interactions with clients and inter-office communications can be extremely helpful when clarifying the details transactions, or confirming the exact deliverables or issues that might affect your business or customer service.
13 – Enhance your products
Research and development teams find it helpful to hear directly from customers. They found the feedback to be extremely helpful. For instance, the questions and recurring areas of confusion or frustration expressed by customers are helpful when the team goes back to the drawing board with product redesign. This information is not only invaluable, it is also free.
14 – The Perks of Technology
There are a variety of features that come along with implementing call recording systems, one of them being the tech aspect itself!
Call recording offers up a unique set up benefits and features allowing you to track calls in ways you never thought of before. In addition to having the ability to share calls and add notes and comments, you also have complete control over who within your organisation has access to the call recording system and its data.
While many believe call recording is just another phone functionality on a long list of apps and gadgets you can incorporate into daily business. As outlined here, it is clear that this small feature can have a major impact on your business in the areas of customer service, training and more. It take your business to another level that can be extremely beneficial as you thrive.