A call recording software records phone conversations over VoIP (Voice Over Internet Protocol) or PSTN (Public Switched Telephone Network), and stores them in digital audio format. The software may have call logging functionality as well. For exceptional customer service, it’s imperative that call centers have call recording software to increase their sales and services.
Following are some of the advantages of a call recording software.
Customer satisfaction
The interaction between a call center agent and a customer is very important. The agent has to communicate clearly, maintain phone etiquette, treat the customer with respect, and provide answers to all customer queries. The only way management will be able to check whether an agent has done all this is by recording the call and listening to it. A call recording software will be able to record all the calls of an agent, and a manager will be able to pick one and monitor that. Recording calls will also enable the managers to resolve customer complaints in a timely manner.
Improved security
If your company has a proper call recording system, it can reduce inappropriate calls, and help detect any security problems. You can also monitor employee interaction to reduce inappropriate conversations. It will also help to reduce personal phone calls.
All the call centers are required to inform the customer beforehand that the call is getting recorded. One advantage of this is that the customers will refrain from using abusive language on the call and will help to keep the conversations professional.
Quality control
The quality manager can listen to the interaction between an agent and a customer and identify the key areas where the agent needs improvement. Then a plan can be created for the agent that may include communication training to improve communication skills or product training to increase the agent's knowledge about a particular product or service. If the agent takes down the wrong credit card information, the manager can listen to the call and take down the correct information, rather than calling the customer again for the same information. This will save time and money of the company as well.
Sales training
The data / information collected from the recorded calls can be utilized to provide effective sales training to the agents. The data can be used to improve sales. There is a way to pitch a product to a customer. Managers can play the calls of experienced agents to trainees or junior agents so that they can gain points from it. Managers can also pick bad calls to point out the things that should not be done on a call.
Performance reviews
Performance reviews are important to the company, as well as to the employees. By analyzing the recordings, management can compare employee progress to company standards. Employees can listen to their own calls, and find out their shortcomings. It is often when you listen to your own calls that you will come to know the mistakes that you have made or that you have to work on your tone to keep it pleasant. This will help them to improve.
Corporate liability
All companies have the potential to face lawsuits. A simple miscommunication can lead to a potential lawsuit. By recording calls, your company will be able to diffuse many such scenarios.
Compliance
Government regulations require all companies to be compliant about their business practices. You are required to record all verbal communications. Banks, brokers, insurance companies, and other financial companies are constantly monitored and regulated by the government and private entities. Recording calls help to maintain compliance with all these regulatory groups. It will keep you from being prosecuted or fined.
