The ability to record calls has in the past been regarded as a feature that was only within grasp of large corporations with large operating budgets. With the advent of hosted VoIP services and Cloud PBX systems, these call recording features are now more accessible to SMEs and growing businesses, often without the need for additional call recorder software.
Call recording affords greater flexibility and security for businesses and users. Could call recording offer greater support for your business? Here are five ways it just would help your organisation.
For regulatory compliance
For certain professions including those in the financial and medical sector recording details can be especially useful and in some cases a required activity. In terms of medical and financial advice practices, typed notes can be added in customer files however a call recording solution can fill any gaps in documentation. Additionally, this can also increase efficiency by reducing time taken making notes. The ability to download these recordings or use store them in the Cloud also offers the possibility to keep recordings for a number of years should you need them for compliancy or MiFID II reasons.
Recording calls can help with dispute resolution
As mentioned, taking notes can be helpful but is far from fool-proof especially when it comes to resolving disputes. Notes are often made after the phone conversation, rarely during it, so there is the possibility of events being misremembered or held with differing interpretations. Having readily available access to recordings of calls can be a quicker and more reliable way to diffuse situations of dispute.
Improved sales training and coaching
Recording calls can be a useful way to develop new and existing staff. Not only can this help raise awareness of what good and phone interactions sound like, but recording and relaying them to your staff can help illustrate best practices staff and colleagues should aim to follow. This can also be a good way to identify winning sales pitches, which will be useful to old hands and new starters alike.
Call recording aids quality control
Providing the best service to clients is paramount to ensuring you have happy clients. The ability to regularly review call recordings helps to establish that your clients have been dealt with professionally by your staff.
Identifying sales strategy improvements
Focussing in on common questions and objections being asked by clients and customers can offer insight into which aspects of your sales script you might need to optimise for increased sales. Listening over both successful and unsuccessful sales calls can provide crucial information to help you improve your marketing messages.
Depending on your VoIP provider, call recording can be a flexible feature that's turned on and off on the go. This is especially useful if you answer a business call on a softphone on your mobile phone. This also means that sensitive conversations can remain private if desired, at just the push of a few buttons.
Whether you are a legal firm, an insurance company, a FCA/FSA regulated business or health centre, VoIP phone systems have really opened up the possibilities for organisations large and small to benefit from professional call features for pocket-friendly prices. If your current VoIP provider doesn't offer call recorder features, get in touch with us today to find out how your business can get the most from this advanced feature with us.