For call centres, customer support hotlines and call-intensive industries, there is useful information hidden in each phone call. Call recording gives business administrators a useful tool to ensure excellent customer service in every conversation.
By recording telephone conversations business managers can further analyse what is being said by their staff as well as understand the types of questions that customers ask. It ensures managers are abreast of customers’ needs as well as product/service training for any of their customer service staff.
Recorded calls can help internal quality auditing. By listening to the recorded calls, managers can evaluate the performance of each employee. Moreover, recorded calls from outstanding employees can serve during the training of new employees, for example when training new telemarketing officers in call centres.
Sometimes, confidential information is disseminated outside, both intentionally and unintentionally. Call recording ensures your staff are always professional on the phone and also enables you to confirm information that may be provided during the call or help issues when customers have complaints about your business.
If there is arbitration following conflicts with customer or employees with the business. Call recording helps in fact-finding and in verifying contractual compliance.
You are not allowed to record a conversation with anyone unless you inform them that the call will be recorded. If they ask for the call to not be recorded then they have the right to do that. Make sure you include these notifications in other digital voice service announcements.
Learn more about Business Telephone System Handsets
Business Telephone System Scenarios
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