May 24, 2021 9:25 am
Over the last year, we have moved more online in order to conduct our business as teams worked at home and now work either in the office or remaining at home-in a hybrid environment. One tool that must not be underestimated in order to keep track of your business activity is the call recording analytics.
Call recording is not a new thing-for years Companies have implemented call recording in to their client support to drive better support for their clients and ultimately improve their brand.
However, why is call recording so important?
What exactly does call recording do?
Its simply call recordings that can be used as important insights into the interactions your teams have with your clients. These are often based in the cloud and are important tools in training helping team leaders understand their teams calls with clients and what can be improved on. If you have a new promotion, or you want to review trends with your clients, then call recording can be an important tool in that understanding. Also, if you have any issues with clients, call recording can be used to listen back to the call to ensure details are correct.
Call recording is now digital.
The best call recording systems are now digital, being able to integrate with existing client support systems and leveraging the cloud for storage. Some solutions are able to capture screen and video recordings as part of this facility but ultimately it supports your GDPR policy.
Utilising the cloud
If you use a hosted call recording and management solution based in the cloud, it supports a far more flexible communications system for your business. No on-premises systems so there is no limit to the amount of recordings you can store, meaning that a recording from several years ago can be retrieved and listened to.
Also, by using the cloud for this means that the system is easy to implement, easy to use and can be integrated into the systems you have now and for the future. You will be able to especially integrate this into your CRM systems meaning you can attach recordings to record for future use.
The key benefits to call recording
- Valuable records
Integrating call recordings into your CRM means it’s really helpful for your business if you collect customer information in order to deliver a personalised approach. If you are concerned about GDPR then there are systems that allow you to remove or anonymise personal details.
- Ensure you know where your issues are.
Call recording means you will be able to see wherever the key issues are in your businesses which could be causing a negative impact. You can potentially identify where the client support issues are and from there you will be able to make improvements to your client support.
- Potential disputes overcome.
Even if you have the best client support, invariably there will always be some kind of complaints. If you have done something, offered something, you will be able to go back and listen which is really beneficial in protecting your business and preventing a legal dispute.
- Quality improved
You can monitor the quality of the calls that your teams are making and use that information to implement training, or better processes. You will also be able gauge how your client feels when they speak to your teams on the phones. This information can be used to continually train and perform that benefits the overall performance of your business.
- Improve your decision making.
Call recording allows an accurate look at the journey your clients take when they make a purchase with you. You will be able to view trends not only in customer purchasing, and any kind of client support after that and you will be able to quickly ascertain the trends, and these will be valuable insights for your business. This not only supports your overall strategy but can support your future strategies and brand reputation.
If you need to find out how you can implement call recording for your business, then contact Mode today.
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This post was written by Anwen Haynes