Call Recording Improves Transparency, Quality and Prevents Liability
/ Posted by Joshua Whitaker /
/ Jan 10, 2018 /
Call recording improves transparency into customer experiences. Important conversations are happening at your business all the time, but the only records are follow-up notes, call records and employee recollections. Recording calls makes for better documentation—a record that isn’t vague and unreliable—and provides valuable data for improving call experiences.
You don’t know til you know, you know? You can’t listen in on every call that your team or a call center takes, but your call system can.
How your representatives greet callers and address their concerns reflects on your business and your brand. It only takes a few poor experiences to lose a customer or start generating negative online reviews. When something goes wrong, call records can help figure out what happened and how to fix it. Beyond that, more consistent scrutiny motivates employees to maintain quality more of the time.
Process or script adherence
Maybe you’re not worried your representatives are actively damaging your brand reputation, but you don’t know how well they’re listening to your suggestions or guidelines either. Use call recordings to review how effective a new process or script implementation has been and how callers are responding.
Call recording is key to a number of improvement strategies for call reps, call centers and sales teams.
Training and coaching
Capture your best reps’ examples for the rest of team and give team members-in-training the chance to hear themselves performing. Coaching is easier when you can critique candid performances at a later, pressure-free moment.
Call analysis or benchmarking
Call recordings are a wealth of other qualitative and quantitative information. Automated or manual analysis can reveal how callers respond based on word choice, tone and call length. Automated call analysis applications can gather all these insights and help you report on call representative performance, accuracy and etiquette as well as caller satisfaction and outcome.
A particular but important use case is evaluating leads. Today, prospects typically discover new products and services through digital channels, so the fact a prospect is calling you is already a strong indicator of interest. Your business can combine data pulled from sales conversations with other marketing data to build a robust, 360-degree view of potential buyers. Use call recording to automatically augment your lead scoring formula and find your most valuable future customers.
A prudent enterprise looking to limit liability and blowback from phone exchanges should consider call recording as a standard practice.
Responding to customer complaints and legal recourse requires reprocessing all the interactions that lead to that customer’s dissatisfaction. Having exact records and recordings means nothing is left up to interpretation or memory.
Businesses in industries with stringent record-keeping requirements like healthcare, banking and insurance often use call recording as a risk management strategy.
Telnyx delivers voice, messaging and more for applications and next-generation communications companies, and our native cloud recording features the best in actionable and integrated voice audio. Reach out to our customer success team to learn more.