An increasing number of companies are now recording incoming and outgoing phone calls. This practice is driven by various motivations, such as enhancing customer service and protecting the organization. If your company has not yet adopted call recording, now might be a good time to start. Explore more about call recording and discover the significant benefits it can bring to your operations.

What is call recording?

Call recording is the process of recording and saving incoming and outgoing calls to your customer service team. The records of these calls are usually saved in the cloud or on internal storage, where they can be accessed as needed.

Multiple team members might listen to these calls if questions arise and managers can use them to train and upskill their employees. Executives can also pull sample calls to better understand customer pain points. Overall, it can enable your organization to optimize operations and improve customer experience.

Benefits of call recording

Call recordings can be saved for a few days up to a few years. It only depends on the legal requirements of your industry or your internal processes. There are several benefits to adopting this practice.

Improve customer service by providing feedback on recordings

Your managers can’t listen to every single call that your customer service representatives (CSRs) make, but call recordings allow them to listen to a handful of calls and provide feedback on the patterns they pick up. For example, one CSR might benefit from adding empathetic statements to their conversations. Another CSR could make good personal connections but needs to speed up the resolution process.

Consider implementing a culture of continuous improvement within your organization. If everyone does a little bit better, the company can make significant improvements as a whole. Even your top employees have room for growth with this model.

When your team regularly receives feedback on what they do well and where they can improve, they will get used to your insights and will continuously adjust to do better.

Resolve disputes and misunderstanding faster

The vast majority of calls to and from your company are peaceful, but the ones that aren’t can threaten the reputation of your organization. Conflicts can devolve into he-said/she-said arguments with no paper trails to turn to for clarification.

In situations like this, it can be hard for managers to know who to believe or how to act with two opposing stories. This is where call recording comes in. Senior leadership can listen to the calls and determine whether the customer was in the right or not—and if not, find a solution that still suits them based on their initial issue or complaint.

Call recordings can prevent fraud if customers claim that employees were rude when they were not. These recordings can also catch bad CSR behavior if one of your staff members loses their temper. The proof is in the recordings that can be saved in case the issue becomes a legal or HR matter.

Catch customer patterns to provide better service

Oftentimes, call recordings aren’t just for managers and CSRs to listen to. AI-based software can listen to hundreds of recordings and gather data points, including buzzwords and caller sentiments. This data can then be analyzed and turned into actionable insights for your team.

For example, AI could identify the most common reasons why customers call your business. From there, your team might develop an online process to resolve the issue or clarify any policies on your website. This could reduce the number of calls to your business because customers will resolve their issues on their own.

These tools could also alert companies to potential problems they need to respond to. If there’s a sudden spike in angry callers, the organization can work to identify what’s wrong.

Keep better customer records

Companies often try to increase their first call resolution (FCR) rate, which indicates the percentage of calls that are resolved the first time a customer and representative connect. However, some issues require multiple calls where your customer has to go through the same process of explaining the issue to various representatives.

Call recordings can speed up this process, benefiting your customer. While your CSRs take notes in your CRM, your recordings can provide back-up information with additional details, including call transcripts. When a customer calls again, the representative working with them can learn about their problem and the solutions your team already tried. This allows them to make more informed recommendations moving forward.

More than anything, people want to feel heard. When a CSR already understands the issue at hand and is prepared to respond, your customers can feel listened to and cared for.

Let VoipNow help you

Our VoipNow & Hubgets platform offers several operations for managing call recordings. Users can record both incoming and outgoing calls. Recording can be triggered either on demand or automatically, based on the company policy. These recordings can be managed in the interface, where users can view, search, listen to, download, and delete recorded conversations.

Key features include:

• Viewing and searching recording – Users can view a list of all recorded calls associated with their extension, along with details such as: call type, duration, and the involved parties. The search functionality allows users to filter recordings by specific criteria, like the extension number or CallerID, to quickly find specific calls.
• Listening and downloading – Recordings can be played directly through the interface. Users have the option to download the files to their computers for offline access. The downloaded files are named systematically for easy identification.
• Deleting recordings – Users can select specific recordings to remove from the system. The deletion process involves confirming the removal to ensure that recordings are not accidentally deleted.

Additionally, call recording can be triggered manually during a call by pressing a designated key sequence or set to occur automatically for all calls on an extension. All these features are designed to help businesses maintain call records for quality control, training, and compliance purposes.

Companies can decide to keep call recordings on remote storage, This way, they can enforce specific security and data privacy policies, while keeping costs under control.

Look into call recording for your organization

Whether you respond to a few customer service calls a day or have entire offices packed with support staff, it’s always a good idea to record your calls. Modern technology makes this process easy and the benefits outweigh any costs.

You can use these recordings to resolve issues faster, train your team members, and improve your operations as a whole. Ask us more about the capabilities offered by VoipNow & Hubgets!