Listening to your customers directly through phone conversations presents a valuable opportunity to understand their needs. At the call center, a single agent listens, responds to queries, and effectively resolves customer concerns. However, this interaction is also a chance to gain insights and optimize business outcomes. A call recording system accomplishes just that – by recording conversations, extracting insights, and using them to enhance your business.
What is a Call Recording System?
As the name suggests, this is a system for recording telephone conversations. It can store all telephone interactions between businesses and customers. Most systems support both local and cloud recording storage.
Why is it Important to Use a Call Recorder?
Here are the main reasons and benefits that call recording provides to businesses:
- User Experience Rating: Are your services delivering satisfaction to customers? Through recording conversations, you gain valuable insights into service quality, identify recurring issues, and pinpoint ineffective solutions.
- Maintaining and improving quality: While establishing service standards is important, ensuring your agents meet those standards presents a unique challenge. Call recordings enable you to analyze keywords, tone, and speed.
- Compliance: Compliance is particularly crucial in sectors like BFSI. For instance, SEBI mandates call recording for stockbrokers. Call recording is essential.
- Help resolve disputes: Customer claims regarding promised benefits are not uncommon. Refer to the call recording for clarifying the truth before making decisions. Call recordings also serve as valuable evidence in legal proceedings.
How to Choose a Call Recording Solution?
#1 Objectively assess your needs
First and foremost, outline your business requirements for call recording. Outline whether you require recording of all calls or solely incoming or outgoing calls. Determine if you need to record all calls made by agents, taking into consideration that marketing calls may not need to be recorded, while customer service calls might necessitate recording. Ascertain if you require recordings of high quality. Specify the desired audio format, such as MP3 or MP3 HQ. List all of your needs and ensure that your provider offers them all.
You have 2 main approaches: business telephony or phone call recorder. The first option offers a more centralized solution, but it is also much more expensive. With Call Recorder for iPhone, you can record conversations on your smartphone. Obviously, a record phone call iPhone is much cheaper. However, the quality of the result call recording app is not inferior to professional VoIP telephony. However, employees will have to turn on the recording themselves, which means there is a risk that some calls will not be recorded.
#2 Prioritize features that reduce risk
An efficient and accurate toolkit for recording calls can safeguard your business against a range of issues, such as disputes, fraud, and misconduct. Checking facts by playing back recordings can minimize human error and resolve minor misunderstandings. In case disputes escalate, having encrypted call recordings is crucial as they can serve as key evidence during litigation.
It is important to ensure that any prospective call recorder includes encryption as a standard feature, as not all call recorders offer this. Innovative call recording platforms may also provide analytics tools that help transcribe recordings and scan for insights, keywords, and sentiment.
#3 Archival duration
Certain industries have a legal obligation to retain call recordings for a designated duration. For example, banks must keep records of customer conversations as mandated by the statute of limitations, while stockbrokers are required to store them for three years. Even if your industry lacks such legal requirements, you may still wish to preserve call recordings for longer periods to fully capitalize on their potential. Therefore, select a provider that offers secure call recording storage capabilities.
To ensure efficient access to call recordings, it is crucial to have them organized by various criteria such as date, time, agent, inbound/outbound, and department. It is recommended to opt for a provider that offers a user-friendly dashboard.
As call recordings may contain sensitive information, careful consideration is necessary when assigning management, administration, and listening privileges. For instance, sales managers may require call recordings for team performance reviews, while training managers may need access to recordings from the entire sales organization for learning design purposes. Therefore, selecting a provider that enables access control based on user type is vital.
Companies must prioritize security when selecting a call recording solution. They require extensive control over recordings to ensure compliance with regulations and protect their organization and customers. A solution that applies role-based permissions, limiting access or deletion of recordings, and providing reports on such activity in line with GDPR and other Data Protection laws, is essential.
Customized retention periods guarantee that recordings are not kept longer than required by law to provide service to the public. However, recordings required as evidence in ongoing investigations may be exempted from this rule.
Recording conversations makes it possible to analyze external factors: attitudes towards the company, strengths and weaknesses, and ability to satisfy customer needs. All this information, if preserved and correctly interpreted, allows the business to develop in the right direction. You can also improve your customer service.