Here’s Why Call Recording Is a Bonus For Any Business
It wasn’t too long ago when call recording was only accessible to corporates and larger companies due to its eye-watering cost. Now, thanks to advances in technology and VoIP, call recording is widely available and offered by most call management providers.
If you’re a business owner who has never had the opportunity to use call recording, you might not see it as a necessity for your business. The thing is, that call recording is one of those things that once you have it, you’ll wonder how on earth you coped without it. It is a small addition to your business that can have a big impact.
So what could your business be missing out on? Read on to find out!
A way to resolve conflicts.
In business and our personal lives, we all try to avoid conflict where possible. However, there’s always the chance that a customer is going to dispute the wording on a call. By being able to review and share the call with your customer quickly, it can help stop disputes and complaints. Call recording allows you to confirm the conversation that took place and exactly what was said.
Capturing missed details.
As much as you and your staff try to make sure that all information has been obtained during a call, it’s easy to miss something that could be vital. With call recording enabled, you don’t have to worry about missing something. All you have to do is play back the recording. Or if you have a provider that offers transcriptions, like we do at SwitchboardFREE, you can search for keywords to find your details faster.
Simple staff training.
Nothing aids training staff better than being able to review a call. Examples of outstanding customer service delivery will help new team members quickly understand what is expected from them. It is usually easier to show than explain what you want to see from your staff. So exemplary examples of dealing with a customer are handy on these occasions. The best recordings can stand as a blueprint for the customer service standard you are striving to achieve and relay your brand voice to instil consistency.
Call recording is also useful for reviewing your staff’s quality of work for recognition or promotion purposes. A praised employee feels valued and happy which makes for a positive work environment.
Elevating your customer’s experience.
Expectations are continually changing as are the needs of your customers. Being able to listen to sales calls allows you to improve conversation rates by examining wording that actually works. This allows your business to stay on trend, give your customers what they want and of course, stay ahead of your competitors.
Qualifying those leads.
Call recording is a fantastic way to learn what really sells to your customers. Listening to the recordings allows you to understand the common turning point of sales. You can ask of conversations, what language was used? How was the sale packaged? You can also use this as a basis for experimentation into different sales pitches, listening back and analysing to make reactionary changes to ensure that future calls run smoother.
Remaining compliant.
Not all industries or businesses are required to keep records of previous calls by law. But in doing so anyway, you are demonstrating that you are a responsible business owner.
If you’re a SwitchboardFREE account holder, you can easily upgrade your account to try call recording for yourself. If you came across this blog on your way down a rabbit hole and you are required to record your recordings, as a team, we can retain your call recordings securely to meet your industry needs.