Rarely in the world of VoIP is there a topic that creates such a Marmite response from end users as that of call recording. Being honest it is often the managers and directors of businesses that are keen to introduce call recording, with their employees and colleagues less so. The common reasons for call recording are evident; accountability, improve customer service, fraud prevention, and verification of understanding (aka to stop people telling lies) to name just a few. However, there are several advantages to both of those groups, some of which aren’t always known or understood:
Many people think that call recording is used by their business to ‘spy’ on them because they don’t trust them or their work. However, in reality, very few businesses have call recording for this kind of covert use. Much more common is the use of a call recording system to protect their employees from unfair accusations or misappropriations.
For example, in a world of increasing competition, customer service levels have become a big differentiator amongst businesses providing similar products and services. When that level of customer service is called into question, especially over something as personal as a verbal exchange, it is nice to know that the call can be replayed to any and all parties if required. This ability is something that I have seen provide comfort to business leaders and their team’s, as well as their clients and any other third parties that are involved in the call if needed.
Quite often it is the knowledge that the call is recording, not the call recording itself, that helps prevent situations arising at all. I suppose an easy comparison is that of having a burglar alarm installed at home. It provides a level of protection and comfort just having it installed; the alarm bell doesn’t need to be sounding off to provide the protection, just the sight and knowledge it is there is often enough to prevent an incident. Please suggest a better analogy to me for this, because I’m not entirely happy with that one.
Our sales team may not thank me for letting this secret out, but it is too valuable and insight not to share. If you work in sales, you know how important it is to establish a relationship with a potential client, regardless of what stage you are at of the sales process. However what if you can’t remember the details of the last call you made to the prospect you are about to call?
What did they say they were doing that weekend?
Am I sure we spoke about both updating that document?
Did they say they wanted 10 or 20 units?
If your note-taking and memory are potentially as poor as mine are, then you don’t need to worry anymore with call recording. You can easily search for the number of the client in your call recording app and quickly listen back to your previous call(s) with them. Then when you next call them, you will be able to pick up with the conversation where you left off, thus quickly reaffirming the relationship, without your memory potentially letting you down.
The self-assessing of your previous calls is a great tip that you may be overlooking. If you or your team spend a lot of your time on the phone, then you should be listening to a selection of your calls on a regular basis and critiquing them. We routinely check, edit and recheck our other work on a daily basis, so why not our work on the phone?
“Errr . . . Well . . . .Erm . . .”
Listening to your own voice is cringe-worthy for many of us, and I admit that I am not a fan of listening to my own voice at times (contrary to what my wife says). However I do confess to reviewing three random calls of my own every week to assess and improve, here is what I can tell you from the last few weeks:
- I sound much clearer on a morning, and I don’t say ‘err’ and ‘erm’ as much (so I always try to make sure that conference calls I host are AM)
- My immediate reaction to something I may disagree with is to exhale loudly into the phone (this surely cannot help matters, and I must look to try and improve that)
- I often interrupt people when they have been speaking for more than a couple of minutes (new mantra: two ears and one mouth, so be quiet Richard!)
Your Next Steps
Above are just three of the lesser known benefits I know of, but as the field of data analytics and artificial intelligence makes its way into the voice market, I expect the benefits to increase even further. Imagine being able to analyse how many ‘happy’ people contacted your support desk, or being able to correlate staff accents with regional sales impact?
But let’s start simple, call recording is readily available now, and it has a broad range of benefits. My recommendation is for you to start recording calls and see how you can use it to help you and your business. Your telephony solution should have call recording as an option, and it shouldn’t cost a fortune. If this isn’t the case, then please contact me so I can guide you in the right direction.
The Technology Group provide call recording inclusively as part of their Private Hosted telephony platform. It is PCI compliant and straightforward to use. Please contact our team for further details.