All business interactions are important. However, the most important interactions may be the ones between your support team and your customers. Most of these interactions occur over your Business Phone System. You need to be very careful with these interactions; depending on how you handle them will determine if the caller becomes a customer or if they find a competitor. Therefore, call recording is a vital aspect of your business operations. Here’s how:
What is Call Recording?
First of all, what exactly is call recording? It is the process of automatically or manually recording incoming or outgoing business calls. With the advent of internet technology, cloud-based call recording software has become very popular because you don’t require hardware devices to record calls.
Why Use Call Recording
Call recording is useful for many types of businesses. For example, real estate, travel, hospitality, finance, and more can all benefit from recording calls. Customer support teams of all types, however, can all benefit from call recording. Here’s how it can help:
Customer experience is one of the most important aspects of any business. Call recording can decrease hold times, solve customer issues easier, and boost first-call resolutions. If you receive a customer compliant, for example, you can use call recording to adjust accordingly for next time.
You can use call recording to monitor employee performance. By doing so, you can assess their conversations with customers and determine who is doing the best job. Furthermore, you can use the recordings as training materials to increase performance all around.
Call recording is extremely beneficial if a dispute should arise. Conflicts are much easier resolved when both parties can simply review the recording.