Call recording is a modern Business Phone System feature that records your calls. If you have IVR menus, it can also record the time your callers spend navigating it, too. You can then store your recordings with your chosen provider and have it available for playback at any time. However, it does more than that. Here’s how it works and what else you stand to gain from it.
How It Works
The most effective way to use call recording is through VoIP. With VoIP, your system providers have a lot of control of the call handling code in the platform. This is the system that controls the voice data packets as they leave the server and travel through the internet to the call recipient. Having control over this system permits your provider to manipulate the voice data packets in a few different ways that benefit the customer. For one, they can offer call monitoring features like call recording software.
Benefits of Call Recording
Call recordings have a lot of different uses and benefits. Here are the top examples:
If your business has compliance obligations it needs to meet, call recordings are a great way of ensuring that everything is done properly.
Customer Service Improvement
You can use call recording to get customer feedback. This is a fantastic way of improving the caller experience to make sure that your customers are garnering the best possible service.
However, if a customer does happen to have a complaint about their service, you can refer back to the call recording to solve disputes. This is a great tool for de-escalation.
You can use call recording for training both your new and current employees. For example, you can use it in your training program for new employees. You can also use it as a refresher for struggling employees, too.