Have
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.
