Why Should You Set Up a Call Recording Service?
Whether or not you run a business, there’s a phrase you may well have heard a million times before. ‘Calls may be recorded for training and monitoring purposes’. Once you are on the other side of those calls, it gets easier to understand why you’d want to take stock of corporate communications. It’s never a […]
Whether or not you run a business, there’s a phrase you may well have heard a million times before. ‘Calls may be recorded for training and monitoring purposes’. Once you are on the other side of those calls, it gets easier to understand why you’d want to take stock of corporate communications. It’s never a case that you are recording calls just to save customer and caller data – you’re doing so to protect your business, and to make sure you have plenty of growth opportunity for years to come.
However, it is surprising how many companies don’t have any form of call recording set up and in place. In the modern age, keeping stock of your calls and communications is extremely important. Therefore, you should always ensure to make sure you have some form of recording service in place that you can fall back on. Call recording in a corporate setting is completely legal, and what’s more, it’s actually recommended if you want to set up a stronger legal defence in the years to come.
So – let’s consider a few more reasons why call recording is so important – and why you should be careful to consider a leading name in the industry such as VoiPer!
Call Recording Has Your Back
One of the best reasons to set up call recording at all is for the potential backup. When you help hundreds or thousands of customers and clients, there is always going to need to be some form of paper trail in place. This backs you and your customers up. Otherwise, you are going to rely on inefficient systems and services, and what’s more, you are at serious risk of matters falling into a he said, she said scenario.
To avoid that, you should consider setting up call recording. Calls recorded will allow you to back yourself up in the event of any disputes, and in the event of ombudsman investigations. What’s more, they will also help to back up customer claims if you need to investigate a specific case or agent handling calls, for example.
Therefore, it is always worth setting up call recording if you are worried that you lack the backup you deserve. There is only so much that you can do to really back yourself up in the long run. Yes – you can leave digital notes and make sure you have physical copies of conversations – that’s always a great idea – but when it comes to irrefutable proof, you should make sure that you are recording your calls.
Call Recording Helps You Build a Narrative
Call recording is useful for more than just backing up conversations and assisting investigations. For example, you can use call recording to ensure that your team is always on-message. This is a great way to ensure that all your customers receive the same level of care, the same advice, and that your business is running on an even plateau. It’s often hard to get brand image, messages and care across from case to case without any kind of backing.
By recording calls, you can review them for quality and effectiveness. They are fantastic assets in training scenarios. You can, for example, make sure that your advisors are hitting those KPIs by ensuring that they are sticking to mandated scripts, offering useful advice, and making sure that customers are receptive to the advice you supply.
You can use calls you record to analyse if you need to do anything differently. You can tweak your call scripts, your training packages, or even broader elements of your service. The fact is, you can’t be expected to listen to every call that comes into your business – especially if you are running a small to medium enterprise with a growing base. If this is the case, you need to capture those calls early so that you can ascertain whether or not your customers are getting the care they deserve and demand.
Call Recording is Easy to Use and Clearer Than Ever
What might put some people off call recording is the perceived quality factor. Yes – in years gone by, call quality in recordings may not have been brilliant. That, of course, may largely be as a result of poor-quality phone lines and PSTN standards. Therefore, when you connect via VoIPer – running entirely through data – you can always expect your calls to be clear and easy to understand. This means that when you analyse calls for quality, or when you need to run an investigation, there are few reasons for you to avoid any of the finer details.
Beyond this, you will be able to access call recordings through flexible systems and services. There’s no risk of you having to fumble around for small call files, for example, in disorganised folders. The service you receive through VoIPer will clearly list and store your calls, with the recording and listening quality you demand, too.
By tying call recording in with a clear, cost-effective VoIP package, you can ensure that you have complete access to all the comms data coming into your business. In the modern age, there are fewer and fewer reasons as to why you should avoid recording calls at all. Even if you run a small business, two-person team or a startup, there are plenty of great reasons why call records are going to support you heavily in the weeks and months to come.
Set Up Call Recording Now!
It’s time to start thinking clearly about call recording. Call recording for business is available now through VoiPer for a small monthly cost. We’re confident that recording your calls is going to result in significant growth for your business. Why not pair the service with a unique business number, or try setting up call answering to take more calls into your business?
Either way, to take a close look at the packages and services we offer, or if you have any queries or concerns, contact us today on 0800 332 266.