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7 Reasons Why You Should Record Calls

4/5/2016

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Call recording is a powerful business tool particularly when integrated with call analytics. It provides clear advantages for both service-centric and FCA regulated companies:    

1. Quality assurance and performance monitoring
  • Monitors call quality and staff performance improving company standards and customer care.
  • Staff can play back call recordings for self-analysis. 

2. Improve customer service through dispute resolution and risk management
  • Resolves ‘who said what’ disputes, protecting both your business and your staff from disputes.
  • Call recording play back enables agents to review a conversation, ensuring all points are covered and discrepancies are avoided.
  • Defecting customers can be rescued.

3. Manage staff
  • Call recordings can be used to coach staff on call handling techniques and customer interactions and to recognize high performing agents.
  • Recorded calls can help a business understand changing customer needs and to provide guidelines to staff, aligned to their needs.

4. Regulatory compliance and internal adherence to company policy
  • Comply with regulatory requirements using PCI DSS support and encryption (encrypted call recordings are legally admissible in court for litigation)
  • Staff are more likely to comply with company standards when they are recorded. 

5. Reveal customer service workflow issues 
  • Breakdowns in workflow can be identified by following the trail of conversations.
  • Call recordings can be used to script processes and procedures.

6. Understand the whole customer experience
  • Call recording integrated with call analytics provides a deep understanding of the customer experience. Analyze the percentage calls answered, unresolved missed calls, how calls were handled and what was said to improve customer service.

7. More informed decisions
  • Facilitate strategic decision-making through in-depth call analytics and recording. Live statistics coupled with historical trends enable businesses to improve efficiencies.  
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