There are many benefits to having call recording in a business environment. Below are just a few examples:
Lead by example |
Instead of telling staff how you want calls handled, play an example of a call that was handled well. Additionally, allow staff to listen to their own calls so they can hear for themselves when they are failing to deliver clear, concise information. |
Resolve disputes simply and easily |
Retrieve the recording to prove what was actually said or not said! |
Clarify misunderstandings |
Play back a call to clarify any misunderstanding that may have arisen or to simply retrieve the phone number/order details/post code you scribbled down wrong the first time you took the call! |
Guard against abuse |
Protect your staff from abusive or threatening behaviour by informing all callers that calls will be recorded. |
Create a knowledge base |
By storing and allowing employees access to important or informative calls, new employees will find this particularly useful. |
Make training easy and fun |
Pick the good calls and show people how easy it is to do the job well. Perform 'mock' calls and show them what you mean by a bad call. |
Raise standards |
When staff know their calls are being recorded, they are unlikely to provide a sloppy or offhand service, this means happier clients. |
Understand your business |
It's impossible when running a business to be aware of what is said and done at every level in your organisation. By recording calls, you can perform simple spot checks at any time to hear for yourself exactly what your customers are experiencing on a daily basis. |
Check first |
If an odd call appears on your call logging report, e.g. a long overseas call, you can listen to it and check its legitimate before taking your employee to task over why it was made. |
