7 Reasons Why You Should Record Calls

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.