you ever wondered what the real advantage of voice recording can mean to your
business? Many companies use this software on a daily basis to record phone
calls for various reasons. Some of the reasons to utilize a recording system
are: quality assurance, record and file information, record sales calls for
later review, legal requirements and overall customer/employee satisfaction.
Everyone from call centers to doctors offices use some form of call recording
to ensure every call is handled properly and is up to par.
One popular use of the call recording systems is for sales people, whether it be inbound or outbound, to measure how well they interact with customers and prospects. This application allows managers to ensure the companies philosophies are well represented by the salespersons attitude and delivery. The salesperson can also benefit from the recording system by being able to replay recent calls for review. Reviewing the call allows them to see where mistakes were made and where they can improve for future calls. Both of these examples help to ensure everyone who answers the phone is doing so in a professional and helpful way.
Another advantage of having a call recording system is for companies who have a help desk or technical support department. We’ve all heard the disclaimer at the beginning of these types of calls, you know the one…”this call may be monitored for quality assurance.” Quality assurance may have dual meanings in this case, one being the issue I previously discussed (to ensure the person fielding the call is polite and professional), and they other is to determine if the technical support or help the person called to receive is actually helpful. Managers want to make certain that their technical support center is giving the correct type of advice and doing so in the appropriate manner. This can often mean the difference between a happy, repeat customer and someone who will never do business with you again.
Now that I have touched on why companies use call recording systems, lets talk about what types of systems are offered. There are various types of call recording systems available, including: VoIP call recording, outbound call recording, random call recording, station-side call recording, trunk-side call recording and business rules driven call recording. Your companies exact needs will determine which system is right for you.
In today’s world, call recording is becoming increasingly significant and useful for all businesses. Issues like customer service, providing proof of calls, later playback for review and improvement and legal matters are all reasons call recording has become so used today. Whatever your business may be, it’s certain it can only benefit from call recording software and systems. With so many different choices and applications available, let the professionals at Business Communication Solutions help you decide which one is right for you! For more information visit us at bcs-ip.com or call us at 512-257-1433.