VoIP telecommunication has been a great source of savings for many companies worldwide. With reduced cost, little to no maintenance and a host of advanced features, VoIP systems allow smaller companies to reduce their expenses all while competing with larger businesses. However, if your company wishes to grow or stay relevant, recording your calls is a function that any business should have and take advantage of. Here’s how recording your calls can help your business succeed.
Service
Recording the calls made through your company’s phone system can have a very positive effect on the quality of your various services. Indeed, by recording your calls, you can improve the following aspects of your company:
- Customer Service.
By recording the calls made through your customer service, you can determine the quality of your support line. If an agent handles a customer’s queries or complaints perfectly, you can use the recorded call to show your support team how to appropriately handle similar situations in the future. However, if your agent handles a situation poorly, you can discuss it with him and help him improve his customer support capabilities. - Marketing.
Your marketing effort can also be improved by recording calls made. By recording calls made by your telemarketing agents, you can gauge a customer’s response and, by collecting multiple responses, determine whether or not your telemarketing campaign is successful. You can also review the performance of your telemarketing team and see if they follow their scripts correctly.
Data storage
Call recording also functions as a way of storing information that may be useful in the future. Uses of stored information include:
- Customer Data.
By storing calls, you are also storing any information contained in those calls, including phone number and, sometimes, billing information (address, postal code, etc.). If ever customer information is required, missing info can sometimes be determined by looking through a log of recorded calls. - Lawsuits.
Businesses must often deal with pricey lawsuits. Not only are the costs of lawyers and lost cases significant, but they waste a business’ time and tarnish its name. To avoid unwarranted or fraudulent lawsuits, recorded calls can sometimes be presented to disprove a claim presented by the prosecutor.
These are some of the ways in which call recordings can help your business. Do you have any questions regarding this article? Feel free to comment below, or follow us on Twitter and Facebook for frequent updates.
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