Many large businesses employ call recording for a variety of reasons and it can have huge benefits in terms of training and clarity when dealing with difficult or complicated issues. Smaller businesses often don’t have this facility believing that it’s not so cost-effective for them to employ.
The truth is that call recording is not that expensive with the right system and it can save your small business time and money in the long run.
Here we take a closer look at why you should be introducing this facility sooner rather than later.
The Benefits of Call Recording
Installing a phone system that is able to seamlessly record calls to and from your business is not only sensible into today’s busy work environment, but it can also actually bring a whole host of benefits.
How often have you had a call and then found there is still some confusion about what has been agreed or said? The last thing you want to get into is a they-said-we-said argument, especially if it’s with a customer. Call recording means that you have clarity and understand where any confusion might have occurred even if it is with suppliers or as a way to resolve customer disputes.
2. Training Staff
You often hear at the beginning of a call to big companies: ‘Calls may be recorded for training purposes’. This is actually a useful tool. If you run a helpline, for instance, you’ll probably often deal with a few unhappy customers. Highlighting good and bad practice on calls is important if you want to improve your service and recording real-life instances is the best way to demonstrate training issues.
3. Customer Satisfaction
Because you have clarity and better-trained staff, of course, you end up with improved customer satisfaction and that’s something money can’t buy. If you can’t quite remember what you promised a particular customer, you can easily check with the call recording and make sure you deliver exactly what they need.
4. Improving Services
Call recording might be used to evaluate how well your company is working, what customers are looking for and which you want to deliver on. Customers often make useful suggestions during calls and you can, therefore, treat your call recording as a form of survey. That, in turn, gives you plenty of scope to improve your business delivery in all sorts of ways.
5. Complying with Industry Requirements
You may have various industry rules and regulations that you need to comply with and call recording can help with this. For instance, if there is a dispute, reviewing a call should help make sure that you don’t get on the wrong side of those regulations and follow all the right resolution steps.
What Your Business Should Know
It’s important to make sure that the party on the other end of the line knows that their call is being recorded and for what purpose. Most tend to say that calls may be recorded for quality or training purposes and it’s a good idea to get into this practice.
You also need to know what your responsibilities are under the General Data Protection Regulation (GDPR) and also Payment Card Industry (PCI) Compliance if you are handling card details and sensitive customer data over the phone. It is important to ensure that if you are recording calls, you have the ability to stop recording if needed and ensure that you are in compliance with the PCI rules for dealing with payment details.
If not, you could be breaking the law and end up with a hefty fine or other penalties. GDPR came into force in 2019 and it’s important to discuss this with your supplier so that you understand what needs to be done and how data is protected.
If you are thinking about introducing call recording for your business and want to find the right phone system, contact the experienced team at FutureTel today to find out more.