Voice over Internet Protocol (VoIP) essentially turns the Internet into a business phone line. With VoIP technology, voice and fax communications are transformed into digital data packets that can be more easily stored, searched and more. If you’ve wondered, “Can VoIP calls be monitored,” the answer is yes. Quite easily, in fact — and recorded too.
Six Key Call Monitoring Advantages
Call monitoring supports business efforts to keep standards high. Also, with VoIP call recording, managers have greater flexibility in arranging training and one-on-one meetings to review employee compliance and consistency of customer service.
These call recordings, too, can be used to enhance training and for employee review purposes. 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.
Consumers say customer service agents failed to answer their questions 50% of the time. — Harris Interactive
Being able to easily record VoIP calls can reduce liability by verifying compliance and enhance quality assurance. Having a record of every customer contact can reduce the need for refunds and also prove useful evidence in defusing a dispute before it gets too costly.
Call monitoring helps a business better identify risks or security threats. These VoIP technology features add security by allowing the company to more easily detect security problems or inappropriate employee activity.
80% of companies say they deliver “superior” customer service while only 8% of customers feel the same. — Lee Resources
Call recording also sets the organization up to efficiently satisfy government regulations and ensure that the business remains complaint.
VoIP technology also makes it easier to manage virtually. With VoIP phone systems, just as voicemail and fax messages can be sent directly to the user’s email inbox, call recordings can be efficiently saved, forwarded, and stored.
ClarityTel’s VoIP business phone systems enable business owners to listen to:
- Review any individual phone number or extension on their account
- Query calls from any date range for any phone number or extension
- Gather detailed call logs indicating date, time, user, caller ID, destination phone number, and call duration
VoIP call monitoring and call recording features enable fast data retrieval, high quality recordings, and secure storage of business calls. Enhance standards and reduce liability with the flexibility offered by VoIP business phone systems.
Sources:
75 Customer Service Facts, Quotes & Statistics. (n.d.).
https://www.helpscout.net/75-customer-service-facts-quotes-statistics/