We’ve all heard it: “This call may be recorded…” Plus, with VoIP call recording software the practice is becoming even easier. Nevertheless, convenience isn’t the only motivator. There are many reasons a business would choose to record its phone calls.
Each year US businesses lose $41 billion from poor customer service.
Important benefits of recording business VoIP calls include:
- Reduced liability as the business will have a record of every customer contact. This could prove useful evidence in defusing a dispute before it gets too costly.
- Added security as the recording software allows the company to more easily detect security problems or inappropriate employee activity.
- Better ability to satisfy government regulations and remain compliant.
Yet what many consumers and customer service agents don’t appreciate is that VoIP call recording can benefit them too.
When the company takes advantage of VoIP services such as call recorder technology, it gains a powerful tool to foster better service agent experience. A positive customer experience begins with empowered service agents.
Doing the Job Right
Consumers find customer service agents fail to answer their questions 50% of the time. With call recording software, the company is better able to determine what questions aren’t being answered. This, in turn, enables managers to give employees the tools and information they need to get their job done right and well.
Consistency
Recording VoIp calls helps prompt a consistent professionalism. The customer is better assured a quality experience when the company has the ability to monitor current and past call recordings to gauge overall employee demeanor as well as efficacy and efficiency.
In this light, the technology is not being implemented to “big brother” a particular employee, but rather to identify and address any training needs, setting the stage for more efficient customer interactions.
Supporting Staff
The company, of course, on-boards employees with a customer-facing role to act professionally and respectfully. But expecting all customer calls to be handled well without ongoing training is unrealistic. With pre-recorded calls, the business can excerpt particular exchanges to share in training seminars focused on particular aspects of customer calls.
Using concrete examples can help set expectations. In training sessions using these recordings, though, don’t focus only on issues. Praise too. It can be affirming for employees to hear evidence of best practices from within their own office.
Identify Business Opportunities Missed
With VoIP call recording the business has the opportunity to identify any missed opportunities. Up-sells and better revenue generation are going to benefit the corporate bottom line (an indirect result for the employee) and potentially lead to rewards for the staffer (direct incentives are offered in some situations). So, not only is this better satisfying the customer, but this is also a benefit for the employee.
Flexibility of Recordings
Another advantage for both managers and their employees is the ability to listen to the VoIP call recording later, at a good time. This can be beneficial to the manager who doesn’t need to be present on the calls in real-time, and for the employees who can now be trained at a convenient time. The customers benefit, too, from improved personal and corporate communication and ongoing training focused on customer satisfaction.
VoIP call recording enables fast data retrieval, high quality recordings and secure storage of the company’s calls. Improving security and compliance are obvious advantages, but the benefits to the humans involved on either end of the call are worth considering too.