With buyers abandoning brands due to poor customer service experience, it becomes essential for businesses to meet ever-changing customer demands and expectations proactively. The customers these days communicate with businesses through various communication channels.
But a large percentage of customers still call a business directly instead of other non-voice communication channels. The call recording software helps businesses to monitor, measure, and improve customer experience by recording every incoming and outgoing telephone conversations.
According to Wikepedia.org, “Call recording software records telephone conversations over PSTN or VoIP in a digital audio file format. It is distinct from call logging and tracking, which record details about the call but not the conversation; however, software may include both recording and logging functionality.”
In addition to improving customer experience, call recording solutions make it easier for businesses to resolve customer disputes, measure employee performance, comply with regulations and guidelines. They further help managers to evaluate the performance of inbound and outbound calling campaigns by analyzing recorded customer conversations.
The cloud-based call recording software enables businesses to record every incoming and outgoing call without increasing infrastructural and operational costs. The cloud-based call center solutions further come with built-in recording solutions.
However, it is important for a business to leverage the right solutions regardless of its size, scale, and industry.
9 Important Business Benefits of Call Recording Software
1. Improve Customer Satisfaction
No business can promote customer loyalty without delivering high-quality customer service proactively and consistently. The managers cannot improve customer service quality without assessing and improving the conversation between customers and employees.
The call recording software enables managers to assess the quality of communication and interaction between employees and customers on a regular basis by reviewing and grading recorded telephonic conversations. The evaluation helps mangers to take the measures required to boost customer experience and meet customer expectations.
2. Review Employee Performance and Efficiency
The managers cannot improve customer service delivery without improving the efficiency and performance of employees. They must share feedback and organize training programs to make employees deliver customer service.
The call recording software helps managers to assess the efficiency and performance of employees based on their previous interaction with customers.
The managers can use the recorded telephone conversations as a powerful tool for employee performance review and improvement. They can further boost employee performance by providing relevant training and guidance regularly.
3. Facilitate Sales Training
While running outbound calling campaigns, the employees need to focus on personalizing the customer experience and improving customer engagement. The managers cannot increase sales conversion rates without reskilling and training employees on a regular basis.
They must identify the strengths and weaknesses of each employee making outbound sales calls. The call recording solutions make it easier for managers to provide on-time feedback and relevant sales training to each employee by reviewing and grading outbound calls made by him.
4. Improve Product or Service Quality
The call recording software helps managers to understand customer needs and expectations by listening to recorded telephone conversations. The managers can further review the recorded conversations to assess the pros and cons of a product/services based on real-time customer feedback.
The information even helps the R&D department to identify the measures required to improve the quality or standard of the product/service. The department can further leverage informational insights to identify emerging market trends.
5. Eliminate Costly Data Entry Errors
When a business does not use call recording software, the employees need to capture important information or points manually while interacting with a customer. The manual record-keeping processes increase the chances of employees capturing critical information erroneously or missing out on important information.
Some of these data entry errors may lead to poor customer experience and brand abandonment. These solutions help businesses to ensure that critical information is captured exactly and accurately, while employees focus only on improving customer experience.
6. Resolve Disputes and Conflicts
Often businesses need to put time, effort, and resources to resolve customer disputes and complains. Some customer disputes even require businesses to incur legal expenses and defend lawsuits. As noted earlier, the cloud-based call recording solutions store the recorded telephone conversation in digital format.
The decision-makers can access the recorded digital audio file on demand to resolve customer disputes early and proactively. They can further leverage this software to prevent customer disputes from evolving into expensive lawsuits.
7. Comply with Regulations and Guidelines
Each business must comply with several laws and regulatory guidelines to improve customer data security and prevent customer data misuse. For instance, the business needs to comply with the Payment Card Industry Data Security Standard (PCI DSS) to accept, process, store, and share sensitive credit card information of customers in a secure environment.
The call recording software helps managers to check if the employees are complying with specific laws, regulations, or guidelines with interacting with customers by reviewing recorded telephone calls. The mangers can further make the employees comply with regulatory compliance laws by proving relevant training and guidance.
8. Enhance Information Security
Many cyber criminals these days execute targeted security attacks through phone calls. They access sensitive customer information by making inappropriate calls to a business or call centers on a regular basis. The businesses cannot keep corporate and customer data secure without identifying and reducing these inappropriate calls.
Managers can easily identify inappropriate calls and potential security threats by reviewing the interaction between employees and customers. The call recording software makes it easier for managers to detect the calls the reveal sensitive information or include inappropriate conversation.
9. Prevent Employees from Making Personal Calls
Often employees make a business lose both time and resources by making personal calls during business hours. Many companies implement policies to prevent employees from making personal calls during business hours or using business equipment.
But organizations still find it challenging to eliminate the usage of business equipment for personal use. The recording software helps businesses to ensure that no employee makes personal calls using business equipments by recording every incoming and outgoing call.
Many businesses these days leverage cloud-based call center solutions to record every incoming and outgoing call without setting up hardware-based IT infrastructure.
They use cloud-hosted interactive voice response (IVR) systems to record every incoming call and cloud-based auto dialer software to record every outgoing call automatically. The call recorder software embedded in the cloud-based call center solution records every call in HD format.
Also, it stores the recorded telephonic conversations as digital audio files in an offsite data center without any human intervention. The decision-makers can retrieve and playback the recorded conversations on-demand through an interactive dashboard.
Hence, the cloud-based communication tools enable businesses to record every incoming and outgoing call without investing in commercial call recording solutions.