Why call recording is advantageous for businesses

Posted on Friday September 03, 2021

It’s almost impossible for small- and medium-sized businesses (SMBs) today to function without Voice over Internet protocol (VoIP). And as an SMB owner, you should explore ways to maximize your VoIP system’s features. For starters, you can use its call recording function to enhance your customer service quality. In turn, you can reap the following benefits.

1. Upgrade employee performance

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

2. Improve customer service

One of the most important reasons why businesses should always record their calls 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.

Without call recording, managers would have to listen to each call in real time, which is time-consuming. By recording each call, not only will your managers save time, but your employees will also be motivated to perform at their best, since they know their calls can always be reviewed.

3. Retrieve missed details and prevent potential lawsuits

Your employees handle hundreds of phone calls daily, so it's understandable if they 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, which could then 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 overlook some of these 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 their needs 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.