When you call the customer service line of a big company, you will often hear a message informing you that calls are being recorded. Have you ever wondered why that is?
A lot of small businesses don’t bother with recording calls because they don’t understand why it is necessary, or they simply don’t want to pay for a phone recording system that they don’t think they need. However recording calls is actually very important in any business, and if you aren’t already doing it, you should be.
These are some of the reasons why you need a phone recording system for your business.
- Improve the customer experience: Customer experience is vital in any business, and recording calls can help you here. By listening back to calls, you can get an idea of which aspects of your service customers do not like, so you can make changes. You can also learn more about specific product problems that keep coming up.
- Improved training: You can use recorded calls as part of your training so you can give examples of what employees should do, and the mistakes that they may be making. Having a phone recording system in place also makes quality control a lot easier.
- Ensure regulatory compliance: There are a lot of strict data protection laws for call centres, and if your employees are not going through the necessary security questions, you could be penalised. However, recording your calls gives you a simple way of proving that you are compliant.
- Prevent disputes: If you are involved in a legal dispute with a customer, it is very useful to have a record of all of your interactions. A phone recording system can help you out of some difficult disputes because you can prove exactly what was said by your employees and the customer.
These are just some of the reasons that your business needs a phone recording system in place, so get in touch today to find out how Berry Telecom can help you.