4 Reasons why your business should be recording calls
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.
1. 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.
2. 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.
3. 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.
4. 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.