Call Recording used to be an expensive service that required complicated hardware, but now it’s an easy to use service that with your CallHarbor plan, is included. Call recording is a robust and important feature for organizations at all levels. It’s not just important for support lines and call centers, but for anyone that wants to focus on their customer service, training, or anyone receiving important information that doesn’t want to always struggle to find a pen and paper.
To help you understand the importance of call recording, and to see if call recording would be helpful for your organization, we’re going to breakdown some of the uses and benefits that utilizing this feature can bring you.
Why Record Calls?
So what are the specific benefits to recording calls? When it comes to calling centers or contact centers, we know that the main goal of the center is to have the ability to ebb and flow with the ever-changing demands of customers calling in. You have to be on peak performance, because when a customer calls in, you are the current face of the organization. Customer experience is even more critical than ever when it comes to satisfaction, return customers, and recommendation. Customers don’t put up with poor service, they simply go elsewhere.
Because of this, it’s important to put an emphasis on customer service training, to make sure all of your employees are on the same page as far as service. Call recording is a great way to keep tabs on all of your customer’s experiences, and ensure company-wide guidelines are being withheld. Call recording can be used for many organization needs besides just call centers. It has become an important part of all businesses.
Training & Quality Assurance
Recording calls for training purposes is a great way to utilize this features. Managers or supervisors can go back and listen to recorded phone calls to see how the employee on the other end is handling it. Whether it’s a support call, a carry-out order, an appointment, or a sales call, the manager can evaluate how well these calls are being handled to point out specific things employees should be doing instead, or pointing out specific things they are doing correctly.
This means managers can listen to be sure their employees are giving their customers the level of quality and satisfaction that they want their business to put forward. They can jot down notes if they find something that they want to start focusing on during new employee training, or save the recorded calls as examples down the road.
Enhancing Your Business Product or Service
With recorded calls, your business will be able to look back on previous calls to see what customers are calling in to ask about, complain about, or give feedback about. In the CallHarbor portal you can also make notes next to recorded calls, so you can even have employees tell a supervisor about a specific call, and they can go in there and listen to the feedback and take it into consideration. You can even download recorded calls, so you could send 2 recordings to the corporate office telling them your customers are complaining about x, y, or z, and have hard proof of it. You have a firm way to look back on interactions and use them as a way to improve your service or product.
Ensuring Regulatory Compliance
Many businesses, but particularly those in the medical field, and contact and calling centers, have to abide by very specific regulatory compliance laws. For example, in the medical field, your business must follow HIPAA compliance regulations to ensure consumer and patient information is protected. Call recordings allow managers, administrators, and supervisors to look into calls and interactions, and make sure that their employees are following regulatory compliance laws as needed.
This can also help managers and supervisors determine which employees require extra training, or when and how to implement regulations and guidance for onboarding new employees to ensure compliance.
Access Missed Information
For call centers, support lines, and other organizations, modern CRM solutions allow employees to log information for every single interaction, but it is still entirely possible that something could fall between the cracks. When employees have to manually input information, write notes in their computer or on paper with pencil, human error is definitely real. Employees are humans, and humans can forget to input the correct information, or completely forgot something that a caller told them.
Call recordings allow employees to find missed information, important details, and double check notes. This can help save time, ensure accuracy, and give customers a better experience. This can also be extremely helpful for people working on the go, where they don’t have time or the ability to take notes or make remarks on a pad of paper or a laptop. If someone has to take a business call in the car, they can look back on the recording and grab all of the information that they need to make sure they don’t overlook anything.
Call recording can honestly be your organization’s strongest line of defense when it comes to resolving disputes between employees and customers or clients. No matter the size of your organization, one dispute could be a very big deal. Call recordings can help prevent any disastrous disputes, or prevent disputes from becoming a long, expensive legal battle. Recordings of calls can help prevent he-said/she-said battles, and instead present the facts.
Utilizing call recording is easy to utilize, and worth it. Every organization should consider recording their employee’s daily interactions and calls with their customers or clients. This simple feature is no longer expensive or difficult to maintain, and instead has become a standard CallHarbor feature with no extra fees, and multiple ways to organize. Whether your business is looking to improve customer experience, improve employee training, ensure compliance, or even protect against potential disputes, call recording is an incredibly valuable tool.