No matter how attentive your customer service agent is, he or she is only human, which means there’s always room for mistakes. But for businesses that have adopted VoIP as their telephony solution, they can minimize these mistakes via call recording. Learn how this nifty VoIP feature can benefit businesses of all sizes.
#1. Improve customer service
One of the most important reasons why businesses should always record their calls, no matter the significance of the call, is to ensure high-quality customer service. By reviewing calls, managers can understand how their agents have been dealing with customers, whether or not they’ve followed company protocol, and pinpoint any aspects that can be improved on.
Without call recordings, managers would have to listen to each call in real time, which is a time-consuming process. By recording each call, not only will your managers save time, but your employees will also be motivated to perform at their best every time they’re on the phone because they won’t know which calls are being monitored.
#2. Upgrade employee performance
According to Edgar Dale’s Cone of Learning, people only remember 10% of what they’ve read, 50% of what they’ve seen and heard, and 90% of what they’ve done. By providing your agents with actual recordings of good and bad calling examples during training sessions, and have them simulate calls afterwards, they’ll be able to learn and provide high-quality customer service faster.
This is possible thanks to VoIP’s call recording feature, which allows every single call to be automatically recorded; that way, you can easily keep all audio files for future usage if necessary.
#3. Retrieve missed details and prevent litigation
With hundreds of phone calls daily, it’s understandable if your employees don’t catch every single detail. And for companies that require their agents to manually input information during the calls, there’s always a possibility that they’ll forget or miss certain information. Needless to say, this could lead to disgruntled customers who can harm business reputation, lower work opportunities, and if things escalate, proceed to litigation.
VoIP’s call recording feature lets you replay saved audio files to make sure you haven’t missed any details, ensuring that all customer demands are met. And if you ever get into a dispute with your clients regarding who said what, you can always retrieve the exact audio file and have both sides listen to it, saving you thousands of dollars spent for lawsuits.
#4. Understand customer preferences
Have you ever received an inquiry about a product or service that’s not included as one of your offerings? While your agents will usually jot down this piece of information and pass it on to the relevant personnel, if numerous calls are being made that day, more often than not, they’ll forget about noting it down. Tiny issues like this can lead to huge losses in potential profit.
Again, issues such as this could've easily been avoided with call recording. With the option to review all your calls at the end of the day, you’ll have a better picture about what certain customers are looking for and what you can do to address them.
VoIP allows businesses to make on-demand calls affordably, and its call recording feature helps companies improve their customer service and prevent litigation. If you think business VoIP is right for you, or if you have any questions, give us a call today.
