Call recording is a function that is often overlooked. While it can benefit a business in many ways, companies sometimes need to pay more attention to its importance, without thinking about how they can turn it into a powerful tool.
At VOICELAND we often hear from companies of all sizes and sectors how difficult it is to “manage” the volume of information they receive from their customers, but also how complex the control of employee communication becomes.
This is logical, as the more a company grows, the more the staff, the customer base, and of course the daily demands grow.
Recording calls or conversations can seem a special choice, at first sight. It is important that you take it, not as a control tool, but as an optimization utility. That’s why we have prepared this article to show you how it can benefit your business.
An important advantage of call recording is that it addresses any business, B2B or B2C regardless of its size.
Whether it’s a hotel unit, a brokerage office, a shipping company, an e-shop, or even a start-up, recorded conversations create easily accessible information. This information can be used for better marketing strategy, for development through customer feedback, as evidence, and as a source of better customer understanding.
But let us look at them more specifically. Call recording helps in the following ways:
Call recording is the solution to the plethora of information that corporate employees receive when communicating with customers.
In a business meeting via videoconferencing or in an important telephone call, it is very important for the client to feel that she/he has been heard and it is often very difficult for the employee to have actually heard everything she/he needs. In this, of course, it helps a lot if one keeps notes, but at the same time, it distracts her/his attention. Also, the client may speak quickly, have a strong accent or there may be noise.
Indeed, it is very important to ask for an explanation. However, the fact that all this information of the meeting has been recorded and is accessible for repetitions at any time, ensures that you have not missed something important and that your attention was directed to the customer.
When a business grows or aims to grow, its call center starts to “catch fire”. However, a manager cannot simultaneously monitor each employee’s conversation with an existing or even potential customer.
Cloud Call Centers can provide the solution with call recording, as in this way, conversations are available and you can see how your team behaves in a problem, a sale, or customer feedback. This applies not only to the existing team but also to new staff who need to be trained.
When you record conversations, you can then listen to them and make sure that your representatives are kind, friendly, and have said all the essentials. In this way, you will be able to help them to gain a meaningful and professional relationship with their client.
In fact, at VOICELAND with 3CX’s Cloud Call Center, in addition to recording calls, you also have the ability with Real Time Status, to see which conversations are taking place in real time.
Conversation recording saves time and enables better training based on the needs of customers, the market, and the company itself.
By listening to the recorded conversations, your team can get a much deeper understanding of the client, or even the client of your client, as is the case in B2B.
Having access to such information, you can identify much more clearly and directly the characteristics of people who want to buy your product or service. In this way, you have the right material to design marketing campaigns and strategies that will target the customer’s problem and recommend your business as their solution.
On the part of legality, you should know that call recording is absolutely legal when all the attendees of the meeting know and accept that the call will be recorded.
Besides that, there are several ways that recording or recording a call can keep you safe. For example, many agreements are concluded orally in their early stages. Or a customer might forget what she/he asked for. That is why, in the field of law firms or pharmaceutical companies, there are very specific protocols of communication.
Recording calls and storing them helps you ensure that your disputes are resolved immediately, your defiance is unwavering, and that employees follow the compliance procedures that your company may have established.
Source: Telemessage
Another important advantage of recording is that all this information is stored and accessible at any time. It's always there, even if you're worried you've missed something or forgotten something.
In many companies, there are specific departments that come into contact with the customer. It can be the sales department, the support department, account managers, team managers, etc.
By recording conversations, any individual department that has not come into contact with the customer can understand it in depth, and be fully informed about its needs and objectives.
Also, each head of department can take the initiative to record in notes and bullets, the most important information. This process can lead to substantial savings of time and it reduces the likelihood of any mistakes or misunderstandings.
If telephone communication is an important part of your business, then you will know how important support and sales departments are.
With call recording, you can quickly identify which processes and communication approaches are problematic. For example, you can find out when and why a customer eventually doesn't like you. Or you can see how he was served.
Also, these records include all the problems that stakeholders have and how your company can help them. Identifying a problem, whether is yours or not, is the most important step towards improvement and evolution.
Learn about call forwarding, another useful business tool, and how it differs in Cloud PBX.
Source: Hubspot
Cloud PBXs offer flexible communication solutions and functions that every modern business now needs, not just call recording.
There is no need for equipment, thus, no maintenance and purchase costs. It is also the most popular option of today because this function can be used by any professional, wherever you are.
Additionally, because the information is temporarily stored in the Cloud, on servers given to you by your telephone provider, you do not need to worry about how many people can record at the same time or how much storage space you need.
In VOICELAND, the number 1 VoIP telephony provider in Greece, with the 3CX Call Center Cloud app, call recording is simple, time-consuming, and absolutely efficient.
Enabling or disabling call recording is the admin’s responsibility and not the users. However, you have the option of choosing either which internal incoming calls (e.g. which extension) you want to record either the internal calls.
The process is quite simple and you have to choose between several options. These options will be given to you by your VoIP telephony provider, who will be able to directly turn on or off through the management console of 3CX the recording line, and its options.
If you are not talking on the phone and you want to record your videoconference, all you have to do during the web conference call is to press the red REC button. When your meeting is completed, you will be sent a personalized email, where you will have the option to download the entire chat by clicking the relevant link. You are now ready to take full advantage of it
Forget the time-consuming briefing, the information that no one knows what happened, and the unfair complaints. Enter the world of modern telephony with VoIP and Cloud PBX, and begin to take advantage of their multiple functions, such as call recording.