Calls are important for businesses since it is a form of communication that owners, partners, and employees use when face-to-face meetings or conversations aren’t possible. However, calls are primarily utilized by customers to contact businesses and ask questions about a particular product or inquire about specific services that the businesses offer. Without calls, it would often be difficult for people running the business and purchasing products and services from the business to communicate quickly and conveniently.
With the activity of making and answering calls, a lot of businesses often utilize call recording, which is a process that involves the recording or collecting of audio on the call between one person and another. Call recording is commonly applied in the customer service department of the business, as the recordings would allow the business to improve or fix problems in the products and within the company itself. So, how does call recording help the business? We will find out as we take a look at the various benefits of call recording for businesses.
Pinpoint Problems in the Call Process
Through call recording, you will be able to see if there are any problems within the call process for several customer service representatives and customers. Some of these problems can include poor signal, lag, and communication errors.
By listening to recordings, you can easily pinpoint those issues and come up with faster solutions. Furthermore, if you have a prospect qualification checklist, you are able to monitor if the representatives of your business are following that checklist correctly when talking to potential customers or prospects.
Improve the Quality of Customer Service
It is also through call recording that you can improve the quality of customer service for your business, as you will hear the entire process of how your CSRs (customer service representatives) handle calls. If there are areas in the process that need to be improved upon, like increasing the speed of providing solutions for customers on the other line, you can easily identify those areas since you can actually hear the conversations instead of relying on reports, which can often be vague.
Records Meetings for Future Reference
Call recording enables you to record meetings for future reference. These meetings could often include conversations about vital information within the business, and if there are documents that contradict those meetings, you can just easily point to a particular part in the recording as evidence if ever the documents are disputed.
In addition, if there are projects or events that were mentioned in the meeting but were forgotten about days or weeks after, you can remind those that were in the meeting about those proposed projects by using the recorded audio files. According to the Call Centre Helper Magazine, video conferences or digital meetings are now growing in popularity. So, call recording during the meetings is also becoming easier as gatherings of employees or administrators of a business are done online.
Look Back at Missed or Overlooked Topics
Besides missed projects or events, you can also look back or recover overlooked topics in regards to different aspects of the business through call recordings. These overlooked topics could include repairs on the office, and these repairs would typically be not resolved or fixed due to being forgotten.
Moreover, you can keep call recordings as evidence in case a customer insists that he or she received a different product when in fact, your employees actually delivered the correct one that was mentioned by the customer during the call. If there is also miscommunication between customers and the representatives of the business, you can listen to previous conversations to know where the miscommunication began.
Offer Feedback to Representatives
In order for you to improve the skills and service of the representative of the business in customer service, you will need to provide them with proper feedback, which you can do by assessing their performance at call recordings and evaluating the aspects that they should improve upon. The feedback you would give to your employees will help them in fixing common mistakes that they make while talking to customers and improve or keep the aspects of their job where they excel.
Helps in Enhancing Employee Training
Call recording allows businesses to assess what they need to enhance for employee training, as the recordings of their representatives would give them a better idea of how to train employees to have much better methods of speaking to different types of prospects or customers. For example, you will hear in the recording how easily representatives can get flustered whenever they are speaking to a rude customer. So, to prevent them from getting flustered in the future, you would need to train them to act more professionally and stay calm whatever the situation is.
Call recording gives you the opportunity to do proper training for your employees, which would then benefit the company as it will be viewed as a respectable business that hires the best people. To improve employee training, you should hire managers or team leaders that are experienced in motivating and encouraging highly trainable employees.
These are the major benefits of call recording for businesses, particularly in meetings and customer service. Use call recording and keep detailed records of conversations that will most likely serve you well in the future.