A call recording software records telephone conversations via VoIP (Voice Over Internet Protocol) or PSTN (Public Switched Telephone Network). In addition, it is able to store the recording in digital audio format. Therefore, sales coaching software is also considered to have call logging functionality.
This aspect is extremely important for companies, as having call centres that have call recording software results in improved customer service, as well as increased sales of products or services.
Today, we dedicate today’s article, precisely, to know the 7 benefits of call recording for the company. Don’t miss it!
What are the advantages of business-to-business call recording?
1. Customer satisfaction
The interaction between a call centre agent and a customer is very important. The agent must communicate clearly, maintain the telephone structure, treat the customer with respect, maintain a pleasant tone throughout the conversation and provide answers to all customer queries. The only way management will be able to verify whether an agent has done all of this is to record the call and listen to it.
Of course, a team leader or manager can break in and listen to the call in real time, but this is not practical on each and every call. Also, the agent will be able to play nice if he knows that his call is being monitored. Call recording software will be able to record all of an agent’s calls, and a manager will be able to pick one and monitor it. This will force the agent to be consistently professional on all calls.
2. Quality control
The quality manager can listen to the interaction between an agent and a customer and identify key areas where the agent needs improvement. A plan can then be created for the agent that could include communication training to improve their skills or product training to increase the agent’s knowledge of a particular product or service.
Another scenario is, if the agent removes the incorrect credit card information, the manager can listen to the call and remove the correct information, rather than calling the customer again to get the same information, which could irritate the customer. This will also save the company time and money. Without a call recording solution, agents can argue that they did everything correctly on the call and it will be difficult for the quality manager to prove otherwise. This is undoubtedly a great advantage for companies.
3. Sales training
The data and information collected from recorded calls can be used to provide effective sales training to agents. For example, during an interaction, if the customer is in a good mood, they will talk about many things. You can identify a customer’s likes and dislikes from such interactions. The data can be used to improve sales.
There is a way to present a product to a customer. Managers can replicate calls from experienced agents to trainees or junior agents so that they can earn points from it. Managers can also choose bad calls to point out things that should not be done on a call.
4. Performance appraisals
Performance appraisals are important for the company as well as for the employees. By analysing recordings, management can compare employees’ progress against company standards. Employees can listen to their own calls and discover their shortcomings. Often, when you listen to your own calls, you realise what mistakes you have made or that you need to work on your tone to keep it pleasant.
Without a call recording system, an agent will never be able to listen to their own call. This will help them improve, which means they can improve their scorecards. Managers or supervisors will also be able to give them guidance.
5. Corporate Accountability
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 reduce or have more evidence to avoid many of these scenarios.
6. Legal compliance
New and old government regulations require all companies to comply with their business practices. In the financial sector, they must record all customer interactions for 5 years to comply with MiFID II.
Banks, brokers, insurance companies and other financial companies are constantly monitored and regulated by government and private entities. Call recording helps maintain compliance with all of these regulatory groups and will prevent you from being prosecuted or fined.
7. Improved security
If your company has a proper call recording system in place, you can reduce inappropriate calls and help detect any security issues. You can also monitor employee interaction to reduce inappropriate conversations. It will also help reduce personal phone calls.
All call centres should inform the customer in advance that the call is being recorded. One advantage of this is that customers will refrain from using abusive language on the call. So, basically, a call recording system will help to keep conversations more professional.
