Call recording and monitoring software records every phone conversation within your company in a digital format. It is different from call logging and tracking in that it records the actual audio conversation and converts it into an archived audio file, accessible only by those who need the access.
Improving Customer Service
By monitoring the interactions between your company and your clients, you can look back at past conversations and be able to take note of patterns of communication. Recording a customer interaction allows you to make good business decisions regarding what is or isn’t working for you in the customer service department. Use the information that you gain to reduce costly errors in the future, including analyzing wait times, the effectiveness of various sales or marketing techniques, or managing possible complaints. With call monitoring, a supervisor can listen in on any call and be more informed about how to handle a negative complaint before it gets out of hand.
Information Quality and Liability Protection
Recording business calls is another way of leaving a digital trail of information that you can go back to when needed. Digital trails are especially essential for legal purposes for companies who need proof of names, phone numbers, addresses, credit card numbers, or any other necessary customer information in case of disputes. Having an archived phone call that is audibly recorded protects your company substantially.
Use recordings of exemplary employees to use as a learning tool for new employees when training them in your preferred methods of speaking with customers. Use monitoring software to effectively recognize employees for exemplary work and to teach others who can endeavor to learn from the senior employee’s performance and communication with the client.
Recording calls allows you to monitor the progress and performance of your employees, analyze their customer service and communication, resolve inner conflicts of communication, and ensure compliance. With call recording software, both internal and external disputes can be quickly resolved. Compliance issues can also be addressed with recorded audio. Monitoring your employees allows you to cut down on personal or inappropriate calls so that productivity stays intact.
Conference Calls and Meetings
Monitor conference calls with clients and departments to retain a perfect record of the important information that you need to retain for both parties.