Communication is always the key to understanding your customers and providing better customer services. With call recording feature, you will be capable of recording and storing all your interactions with all your significant clients and prospects, making sure the right transmission of information.
- Call recording helps you enhance customer service
By recording real-time conversations between agents and customers, you can detect and improve weaknesses in your customer services. Once you record calls and store them safely on the voip, you can utilise them to level up your employee’s communication skills and better your customer services for customers.
- Benefits of voip phone call recording: Compliant with security guidelines
In the last few years, there’s been a concern about the significance of cyber security and the requirement to implement specific practices and standards. For example, under the regulation of MiFID II Directive, all entities in the finance sector have the obligation to record communication with customers which can lead to large penalty if not followed. Employing a voip-based phone call recording makes your business completely compliant with the security guidelines and decreases the risk of large penalty in case of non-compliance.
- Resolve disputes caused by miscommunication
VoIP call recording can be a great method to resolve any dispute and clear out vague information. Considering that most lawsuits against organisations arise from miscommunication or incorrect claims made over the phone, it is essential to have a solid record to clear misconceptions for giving an extra layer of protection to your business.
- Receive immediate customer feedback
Call recording can actually help you capture customer’s valuable feedback to improve the performance of your customer services. Remember, that recording phone calls and other interactions if legal if all the participants in a call know that it’s being recorded.
When you implement all security practices correctly, you can utilise the content of your recorded phone calls to assess the feedback you receive from customers. Whether they were happy with your services or called to complain, your business has the opportunity to assess its strengths and weakness and work towards enhancing them.
- Obtain forgotten details by reproducing the conversations
Regardless of how actively you listen to the other side, there can always be little but essential details which are forgotten quickly once the call is over. voip phone recording not just provides you the opportunity to go back and reproduce the conversation, it also gives access to important information anywhere provided you have a stable broadband connection and a computer or mobile device.
- Avoid any confusion and misrepresentation of information
If you know about a broken telephone, then you know already how information can be distorted easily when it is passed from one individual to another. This is what happens in real life, regardless of how focused you are during a conversation, errors are quite common. VoIP call recording feature ensures that significant information is obtained and there is small to no risk of error. In addition, being capable of reproducing conversations removes the need to call your clients for clearing out misinterpreted information, a common practice which looks rather unprofessional.
- Quality control is among the biggest benefits of voip call recording feature
Call recording feature can make your staff more aware of their performance during a call because being proficient and respectful with your customers is the key to offer a high level of customer services. The awareness that calls are being recorded can make your workers more cautious with their selection of words, decreasing the risk for any possible disputes.
- Analyse the progression of your customer services
Among the advantages of VoIP call recording is the opportunity to track down and analyse the stages of your customer services easily. Conversation history can offer your valuable information on how you communicate with your customers and clients and whether you have accomplished the desired level of excellence.
- Catch up on the latest interactions quickly
In a dynamic atmosphere where information needs to reach a lot of people, then recorded calls can help to keep you updated on the newest interactions without being dependant on anybody. Despite having to inquire your colleagues about conversations which you could not join, call recording feature allows you to easily access and listen to calls any time of the day. Whether you have come back from a holiday, or you are welcoming a new sales employee with no prior experience, the information will always be there for you on the voip.
- Access traceability compliant with the GDPR
All advanced voip-based call recording features can log and audit system which allows operators to know who have accessed recorded phone calls, which device was used and at what time. This functionality offers complete access traceability in compliance with the General Protection Regulations which entered into force in May 2018.
The several benefits of voip call recording make it a perfect solution for monitoring your business performance and enhance your customer services in a cheap way.