Have you noticed that when you call any company, they all record calls to "improve the quality of service?" That's what almost everyone says all the time. However, the purpose behind this monitoring extends beyond mere curiosity. What exactly is the value of this data? If you have thought about it, then you are thinking in the right direction.
The Role of Call Recording Technology in Quality Assurance
When we talk about call recording technology, 90% of readers think of business telephony. You can use the iPhone call recorder app. A relatively simple phone recorder iPhone can provide flexible and high-quality call recording.
You can try this Call Recorder iCall and check out its features for yourself. In addition to the fact that recording calls are made in a few touches, the application supports convenient storage, management, and playback of recordings. Moreover, it has a free trial version.
#1 Quality Control
Recording calls is a crucial practice that brings multiple benefits. One of the main reasons for recording calls is to save money. Poor call quality can lead to significant costs for any company. Even a simple mistake in entering information can result in incorrect items being shipped to the wrong address.
Furthermore, recorded calls can help identify the source of customer confusion and ultimately preserve customer loyalty and revenue. Embracing call recording can be instrumental in detecting and resolving these issues efficiently.
#2 Identify Issues
Call recordings give you a better understanding of what your company looks like in the eyes of your customers. It is also a good opportunity to evaluate different operators and agents. If you can find more efficient operators and those who are doing poorly, you can go further in service quality.
#3 Improve Performance
To enhance employee performance, demonstrate both positive and negative call examples. Keep a record of all calls for future reference and evaluation. Utilize these recorded calls to provide valuable feedback to drive improvement.
#4 Reduce Inappropriate Phone Calls
Call center call recording serves multiple purposes - it ensures productivity, safeguards against security breaches, and monitors employee interactions.
By recording calls, companies can identify potential issues like the sharing of sensitive information or inappropriate behavior. Moreover, it helps in maximizing work time and ensuring employees focus on their assigned tasks.
#5 GDPR Compliance
If your business operates within the European Union (EU) or serves EU customers, it is crucial to consider the General Data Protection Regulation (GDPR). Enforced since May 25, 2018, GDPR aims to fortify data protection in the EU, empowering individuals to control the use of their data by organizations.
One area significantly impacted by GDPR is the handling, processing, and maintenance of recorded calls. To illustrate, explicit and unambiguous consent from customers is required for recording calls.
Adherence to the conditions established by GDPR is also necessary to justify the purpose behind call recordings. Before configuring call recording settings, it is essential to familiarize yourself with local call recording laws and regulations.
#6 Capture Details
When engaging with customers, active listening is crucial. However, taking notes during a call can hinder this process. With call recording, you can give undivided attention to the conversation, ensuring customers feel genuinely heard.
Moreover, there are instances when understanding customers becomes challenging due to environmental noise, fast speech, or heavy accents. While seeking clarification is important, having a call recording allows you to play it back multiple times, providing reassurance that no crucial details are missed.
#7 Watch Your Words
Retaining existing customers is crucial. It's often mentioned that acquiring a new customer costs significantly more than keeping an existing one. Exceptional customer service is key to maintaining customer loyalty. There's truth to the saying that sometimes silence speaks louder than words in a conversation.
Can Business Calls Be Recorded?
In certain circumstances, it is possible to make a recording of a conversation carried out with a business. Generally, if there is consent from at least one party involved in the conversation, depending on the state, recording is permissible. In the majority of states, consent from just one party is required.
Nonetheless, in 11 states, all parties engaged in the phone call must provide their consent before recording the conversation is allowed.
But what exactly constitutes consent? Consent is often implied, meaning that if a person is informed about the recording and chooses to proceed with the call, their consent is implied.
Conclusion
The call recording brings a lot of data to companies. If they use them wisely, they can learn a lot about the company. This already gives access to the next stage - making an informed and informed decision. If you are looking to grow your business, then you need to use call recording technology.
