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Multiple line telephone recording equipment |  |  What is call recording?
In a business setting, call recording is the process of attaching a call recording device to a telephone, radio or other audio line and then recording calls on that line and being able to play them back later. Call recording is also referred to as "telephone recording", "Agent monitoring", or "voice logging." Large call centers and for corporate pbx were early adopters and most of us are familiar with the recording at the beginning of a call that reminds us that “this call may be recorded for training or quality control purposes.” Many government organizations are legally bound to record their calls for liability purposes. Call recording has become a horizontal market over the past decade and all types of businesses large and small now employ call recording for a variety of reasons. |
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The reasons for call recording
1. Reduce liability: This is the number one reason why most businesses purchase a telephone recorder. It allows them to easily resolve disputes and protect themselves with recorded evidence. A telephone recorder easily resolves disputes by providing an impartial record. In most instances if call recordings are done properly they may be admissible as evidence in a court of law. However, the existence alone of such recordings is often enough to stop a lawsuit from even being filed. An example of this comes from a towing company in Massachusetts that uses a Versadial telephone recorder to record all incoming orders. A customer called in and gave directions for a towing job. However the customer gave the wrong directions and the towing company was unable to find them. The customer was irate and threatened a lawsuit. The towing company opened their call recordingsoftware, reviewed the call in question and sent the customer’s lawyer a copy of the call recording as an email attachment. The lawsuit was immediately dropped. How many lawsuits could your company diffuse by simply installing a telephone recorder?
2. Improve quality: This is the first benefit most people think of when thinking of telephone recorders. By recording calls, errors can be detected and often corrected before they become costly mistakes. A call center employee might mistype customer information, or enter an order for the wrong product color or quantity. However, by routinely verifying their own call recordings before shipping this information could be confirmed or corrected saving considerable money. Not only this, but customer satisfaction is improved. Rather than having to bother the customer, the recording can be reviewed and the mistake corrected without the customer even knowing. Supervisors can also use the call recordingsoftware to routinely check calls to make sure proper dialogs are being used and offers made. The results are superior quality, lower cost and increased customer satisfaction.
3. Increase security: The simple presence of a telephone recorder on company lines often acts as a deterrent to all types of security breaches or inappropriate employee calls. Such security breaches or inappropriate calls can be detected with the call recordingsoftware and then used to either address the problem with the employee or if necessary to act as evidence.
4. Better training: Training and performance reviews are made easier when call recordings are easily available to trainers and managers. Trainers can use the call recordingsoftware to search and find calls that exemplify excellent customer service or salesmanship. These can be easily emailed to other reps as an example or played in a training meeting. Likewise, poor quality calls can be found by managers and sent to the employees that made them to allow them to learn from their mistakes and improve. Bette P. of PRco. Inc. uses a Versadial telephone recorder to allow her customer service staff to review their own calls and know how they come across to customers. This has made it easy for employees to improve their own performance.
5. Sales and marketing data: A telephone recorder gives your sales and marketing departments valuable data that will help them discover exactly what sales techniques or marketing campaigns are working and more importantly, why they are working. A sales manager can use the call recordingsoftware to review calls that resulted in successful sales and glean ways to improve the sales dialogs for the entire sales staff. A marketing manager can listen to the same calls and discover what offers are working best, or the reasons customers give for not taking those offers. This helps the marketing department choose the most successful offers and create better offers in the future.
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