If you care about customer retention, developing your employees or simply protecting your business against litigation – call recording is a must.
Whether your staff are taking routine service calls, arranging face to face sales meetings, speaking to potential new recruits, or sealing deals over the phone, each call is an opportunity to cultivate loyal and happy relationships and generate further business. The manner and handling of a call can have a profound impact on the success of the call.
Clients and customers may form an opinion of a business from a single telephone interaction, so it is important to get it right first time, every time.
We've all been there...
Consider your own personal experience of telephone-based customer service. You may recall a time where you have felt good or bad towards the company as a direct result of the communication you had. The attitude of the company’s representative, their understanding of your needs and the tone they used when speaking to you will have an effect.
A negative conversation with a provider, or a confusing chat with a supplier may not be enough in itself to push you away – especially if you are contractually obliged to remain with them – but it is worth considering, how previous interactions affect your thinking when the contract is up for renewal.
Modern day consumers are far less likely to feel strongly about remaining ‘loyal’ to a service or product provider. Even less so if they feel undervalued as a customer. According to a State of Global Customer Service report, 96% of customers say customer service is important in their choice of loyalty to a brand.
Why do companies record calls?
The usual reasons for measuring effectiveness, quality and compliance are noted below, and are important to us all, but of equal importance is the image of a business, and how it is perceived by a caller.
Call Recording can provide the necessary data to analyse how a business presents itself to a caller, and allowing it to consider new ways to present itself in a different light and improve caller’s perception and market image. This can only help with attracting new business and increasing customer loyalty.
Call recording is not a magic wand. It does, however, show that you care about the way you communicate as a business. Though not always a requirement, it is good practise to inform customers that calls are being recorded, and they are more likely to be open and honest with you when they know they are being recorded.
Nonetheless, what is much more important to your business and customer retention is the use of call recording as a training and service delivery tool. Call recording has three main benefits:
- Effectively monitoring consistency of telephone manner against internal process criteria to ensure effective communication of your messages to your customers. Check-out our call monitoring and measurement solution, ‘Reveal’ for details on how we can help you with this.
- Supporting the development of your employees and help them become effective call handlers who communicate well and remain engaged in their duties. Generally, employees who have a poor telephone manner lack the motivation and the skills to improve their service. Call recording and effective valuation allows you to reward good customer service objectively, and provide constructive criticism to help them improve on their weaker areas, and develop their skills. By playing back genuine examples of calls to staff will inspire an improvement in their motivation and ensure that calls are handled consistently and appropriately.
- A legal dispute can come out of nowhere. Businesses of all kinds have to be prepared to deal with complaints – and potentially litigation. Proper insurance is a good place to start, but having a record of every customer communication is even better. You will have proof of wrongdoing or proof that nothing illegal or unlawful took place. If a customer dispute escalates into a legal case, you will have the proof that you need to show that your business complied with the law. Limit your liability in a dispute with compliant call recording.
BDM Voice stands-out as a market leader in this field, with an easy-access portal that allows our customers to find a specific call, listen to it, and extract it.
Calls recorded through our innovative Insight and insight:onsite portals are available within a matter of seconds.
How does call recording work?
If a part of your business is not monitored it would be impossible to measure performance or the effectiveness of processes. For example, if your staff payroll was not monitored and recorded, it would be very difficult to ascertain if anyone was being overpaid or underpaid, and even more difficult to redress any reported inaccuracies in pay.
The same principle applies to customer service. It is impossible to ensure consistent performance without a measurable solution. Consistent delivery of your message matters when it comes to customer retention. Call recording and monitoring helps you to deliver the consistency you need. Calls can be recorded all the time and monitored according to your own policy and resources. Therefore, staff will be motivated to positively represent your company to a high standard at all times – not just when a supervisor is nearby. What’s more, you can also listen to live telephone calls as they’re in progress. You can choose how much you wish to store and for how long (within compliance limits), and can also choose between inbound or outbound calls – or both. Specific extensions can be excluded from being recorded, if desired.
How do you record a call?
We can provide individual call recorders for existing systems, a new system with integrated recording, or perhaps even a cloud solution that requires no physical hardware. If you tell us what you are seeking to achieve, we will advise as to the best solution that meets your needs.
Insight from BDM is a hosted (cloud-based) inbound call recording system that can interface with any existing telephone system with no need for additional hardware or software. With 24/7 access via our online portal, you’ll have access to your recordings at all times from any location.
insight:onsite is BDM Voice’s premier, inbound and outbound call recording system. The hardware (server) is directly installed at your premises by our highly-trained engineers and is perfect for organisations that require all of their calls to be recorded for regulatory reasons.
Can small businesses record calls?
Most small businesses assume call recording is only for large companies, for whom compliance is essential, like banks and insurers. Our call recording system is accessible to any small or large businesses who want to take responsibility for their customer and client interactions.
The first step towards proactively monitoring your calls and maintaining – or enhancing – your reputation is to talk to us and we will get in touch to discuss how you can implement our business call recording system.