call recording solutions

4 Ways Call Recording can Benefit your Business

Call recording is a cost-effective solution to several essential business requirements and may have more benefits than you realise.

No matter what reason your business is considering call recording, you will find that having the ability to play back your business calls will assist you in more ways than you expect.

In this blog we will look at four key areas where call recording can help your business, from staff training to dispute resolution.

Excellent staff training tool

For many businesses the real attraction of call recording is its effectiveness as a staff training tool.  When customer service employees listen back to their own calls or colleague’s calls they can learn from mistakes, learn to communicate more clearly and identify any missed selling opportunities.  Listening to real life customer queries or complaints is an invaluable way of preparing customer service staff for a variety of real-life situations that they may encounter in their role and prepare them to deal confidently with difficult calls.

Keeping a history of each employee’s calls can also help to track performance and see how individual employees have improved and progressed over time, something that can give employees great job satisfaction.

Improve the service your business offers

As well as helping your business to offer highly effective training for customer service staff, call recording can also give you the insight into your customer’s needs that you require to improve your products or services.  By listening back to real customer comments and queries your business can learn more about what your customers really think about your products and services and how they can be improved to better meet customer needs.

Evidence during disputes

Call recordings are an excellent way to revisit any calls being disputed by a customer to find out what happened on the call and help to resolve the issue with the customer.

In the event of legal disputes, call recordings can also be used as invaluable evidence to protect your business from a costly fine, saving you both time and money.

Play back calls for further information

It can be difficult to take effective notes over the phone if there is a lot of information to take down.  If your business often takes a lot of information from customers, particularly complex information, it can be very useful to have the ability to play back calls to gather information rather than rushing to write it all down as the customer speaks.  This also allows you to give the customer your full attention during the call and prevents you having to call them back to ask them to repeat details you may have missed.

At Smart Numbers, our highly affordable call recording service is free to set up and network based, meaning there is no need to purchase or install expensive telephone equipment to get started.

To find out more about the telephony services offered by Smart Numbers, give us a free call anytime 24/7 on 03450 178 179.

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