At first glance, call recording may not seem to be one of the more important or exciting VoIP phone features, especially when you compare it to other features like Find Me/Follow Me, mobile apps, etc. Call recording certainly seems to pale in comparison.
But in reality, this feature is so much more than just a copy of a phone conversation and listening to it. When used efficiently, call recording can be a powerful tool that can help you gain significant insight about your customers and your organization. Here are a few unseen benefits of call recording for businesses:
Improve staff performance
Call recording is an invaluable tool for training staff and improving performance. This feature allows trainers and managers to listen to previous customer exchanges and determine how team members interact with customers. It offers them a fantastic opportunity to help staff improve their communication skills, as well as offer advice on how they can handle situations for better outcomes.
From receptionists to sales agents, anyone in the organization can benefit from the feedback and coaching that managers can give as a result of recording and monitoring calls.
Get to know your customers
Using the call recording feature can also help companies get to know their customers better and tune in to what they want. When you listen to a recorded conversation, try to identify patterns. What questions are frequently asked by callers? What are the primary concerns of customers? Do customers mention the products or services by competitors? What factors prevent sales or cause customers to jump to competitors?
Reviewing calls will help you identify the answers to these questions and, in turn, help you polish your marketing efforts and product offerings to meet customer expectations. This means increased customer acquisition and better retention.
Check audio quality
Your team may resolve customer concerns at lightning speed or deliver the best sales pitches, but this would all be useless if your customer can’t hear you because of poor audio quality. Although VoIP call quality has immensely improved since its inception, it’s possible to encounter some problems along the way (especially if your equipment or network isn’t up to speed).
Recording calls will help you ensure that your calls remain crystal-clear. And if you are experiencing choppy or delayed audio, you can perform the necessary tests to ensure your connection stays strong.
Another benefit of recording phone interactions is that it can help you resolve disputes. More specifically, you will have the ability to prove who said what, when, and to whom. In some cases, a recorded call can also serve as a verbal contract between you and a client.
For example, a customer calls in and claims he was promised a refund for a product by one of your agents last week due to faulty equipment. Without a copy or proof of the conversation, there’s no way you can verify whether the claim and satisfy the caller while protecting your margin at the same time. But with call recording, you can verify the claim by checking your recorded messages.
Having an authentic record of customer interactions (in this case, a recorded call ) makes it easy for a company to safeguard their reputation and protect themselves against unwarranted claims. The file can be retrieved and forwarded to the customer to resolve a dispute straightaway.
Call recording may just be another phone functionality to some, but this seemingly simple feature can actually have a huge impact on businesses. From improving staff performance to ensuring quick dispute resolution, call recording brings so many business benefits that cannot be ignored.