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Why your business should record calls - Integrated Telemanagement Services - ContactCenterWorld.com Blog

Why your business should record calls

Voice over Internet Protocol (VoIP) provides small- and medium-sized businesses (SMBs) with the convenience of making and receiving calls from anywhere with an active internet connection. VoIP enables your staff to meet the demands of your clients, which boosts customer satisfaction. VoIP also has another feature that can take your customer service to the next level: call recording.

#1. Improve customer service

One of the most important reasons why businesses should always record their calls, no matter its significance, is to ensure high-quality customer service. By reviewing calls, managers can understand how their agents have been dealing with customers, find out whether or not they’ve followed company protocol, and pinpoint any aspects that can be improved on.

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Without call recording, managers would have to listen to each call in real time, which is a time-consuming process. By recording each call, not only will your managers save time, but your employees will also be motivated to perform at their best every time they’re on the phone because they know their calls can always be reviewed.

#2. Upgrade employee performance

According to Edgar Dale’s Cone of Learning, people only remember 10% of what they’ve read, 50% of what they’ve seen and heard, and 90% of what they’ve done. By providing your agents with actual recordings of good and bad calling examples during training sessions, and have them simulate calls afterwards, they’ll be able to learn better and provide high-quality customer service faster.

#3. Retrieve missed details and prevent litigation

With hundreds of phone calls daily, it’s understandable if your employees don’t catch every single detail. And for companies that require their agents to manually input information during calls, there’s always a possibility that they’ll forget or miss certain information. Needless to say, this could lead to disgruntled customers. If not properly handled, this can harm your reputation, reduce work opportunities, and if things escalate, proceed to litigation.

VoIP’s call recording feature lets you replay saved audio files to make sure you haven’t missed any details, ensuring that all customer demands are met. And if you ever get into a dispute with your clients regarding who said what, you can always retrieve the exact audio file and have both sides listen to it, saving you thousands of dollars in legal fees.

#4. Understand customer preferences

Have you ever received an inquiry about a product or service that’s not included in your offerings? While your agents usually jot these requests down and pass them on to the relevant personnel, they may end up forgetting some if numerous calls are being made that day. Tiny issues like this can lead to potentially huge losses.

With call recording, you can review all your calls at the end of the day. You’ll have a better picture of what certain customers are looking for so you can address them better.

VoIP allows businesses to make on-demand calls affordably, and its call recording feature helps companies improve their customer service and prevent litigation. If you think business VoIP is right for you, or if you have any questions, give us a call today.

Source: https://www.itstelecom.com/2020/06/22/why-your-business-should-record-calls/

Publish Date: June 22, 2020 5:00 AM


2021 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions

7.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

10.) 
The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial
 



View more from Integrated Telemanagement Services

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