92% of customers are vocal about their demands. That is an opportunity for businesses to take action.
Call recording for customer service can be a helpful tool for taking your business to the next level. The catch is finding efficient ways of call recording without putting your business on the wrong side of the law. We intend to dig into these efficient call recording ways in this piece.
What is Call Recording?
That refers to an automatic phone conversation recording between two or more parties. The parties involved could be business representatives, customers, and others.
Communication is vital in every establishment, and it must be done swiftly without any unwanted friction. Thus, having a phone system with call recording capability is necessary. With active call recording and tracking software, dialogs can be monitored to give the business the essential edge.
A call recording system for the office can put your business on the map as it allows easy access to valuable intel about customer satisfaction.
How Does Call Recording Work?
Call recording happens when phone conversations are captured using sophisticated software. The call recording is usually held in a multimedia file that can be easily accessed. You can either listen to the recording or convert it into a transcript.
Call recording modus operandi varies with the software deployed. And your choice of call recording solution will largely depend on the nature of your business. You must factor in how many users the call recording solution can handle against what's obtainable in your company.
A call recording app is often flexible in how it handles requests. It can either commence recording immediately after a call or require the handler to press a button. The average call recording software for business has both modes available, so you can choose what works for your company.
Call Recording and Consent
Though call recording for small businesses isn't strictly illegal, there's a need for your business to understand the laws governing this tool in your locality.
Your call recording campaign might be good, but you can proceed if your customers consent to recording their conversations. Of course, this doesn't apply to all countries. That means you must consider your target market's country before deploying a call recording solution.
Call recording consent can either be single or multi-party consent. Here's a breakdown of the two forms of call recording consent:
Single party consent
Here, only one party's consent is required for a call recording session to proceed. The party concerned can be you, your employee, or the customer. In this form of support, a call recording session is legal once one party agrees. Thus, if you deploy a call recording solution, you don't have to get your customer's consent.
The single party consent is applicable in certain countries like the UK, France, and others, albeit with certain conditions. For instance, France requires call recordings to be deleted after six months.
Multi-party consent
That requires all participants in a call recording session to consent to recording their phone conversation. That can be challenging as each customer has to agree to have their phone conversation recorded. Countries like Germany, Canada, and Australia apply multi-party consent to call recording. Besides relying on multi-party consent, some countries also attach stringent conditions to call recording sessions, including full disclosure, restricted to a specific purpose only.
To avoid infringing on customer rights, you must understand and abide by the applicable consent laws in your target market. For instance, if you are looking to cater to customers in Australia, you should be ready to get the consent of everyone involved in the phone conversation to avoid breaking the law.
You must also confirm the relevant conditions attached when recording a call.
Benefits of Call Recording
If you're looking to revolutionize your customer service, call recording solutions can be of immense help. In this section, we look at the ways call recording can build on your current customer service.
1. Identification of Pain Points
A recorded phone conversation can be pretty revealing. You can identify customer pain points from their interactions with your customer support. Depending on the software deployed for call recording for customer service, you get access to all metrics and analytics that can discern emotions and customer challenges. With knowledge of these customer pain points, you can develop solutions specific to these challenges. It's important to understand that customers will always embrace businesses that take corrections, especially concerning their problems.
2. Important Details are Accessible
Losing vital details in transmission from your customer service is commonplace. A review of a recorded phone call with a customer can bring to light this essential detail, which can be used to deliver an efficient service.
The ease of filtering phone conversations for important details will vary with the call recording solution in use.
3. Quality Assurance
Your business reputation depends mainly on maintaining a certain level of quality without any excuses. If you intend to hold your customer service representatives to such a standard, then phone conversations with customers must be assessed to confirm employees are meeting the quality standard. In situations where customers have complained about a particular employee, recorded phone calls with the relevant parties can clarify the veracity of the complaint.
4. Service Improvement
Every business needs to evolve through the improvement of services; yours is no exception. Interestingly, phone call records provide great pointers on what parts of your services need overhauling. Customer requests during phone conversations are often a good place to improve your service. However, if these requests never get to you from the customer service section, then development is stalled. Fortunately, reputable call recording software has features to ensure these requests make it to your desk.
Phone conversations with customers often reveal their reservations regarding your service, which can be used to deploy the necessary changes.
5. Easy Resolution of Conflict
Your business can handle conflict resolution better using call recording software. The employee must be more forthcoming with a solution if a customer complains. A conversation recording would see this conflict brought before management, which should resolve it as quickly as possible.
Call recording can also resolve issues between the company and a customer as conversations containing agreements reached are made available to the relevant mediating body.
Things to Look For in a Call Recording Solution
When picking a call recording solution, there are particular features you should look out for in such software. Here, we highlight some of the must-have features of a call recording solution.
Storage
When searching for a call recording solution, consider its storage arrangement. Does it support cloud storage, or must all call recording files be stored on your device? The storage arrangement of call recording software can be used to decide if it's a good fit for your business.
A good call recording software allows for cloud storage, which makes for an easy transition as your business expands. Also, you want a call recording software that is highly flexible as far as storage is concerned, so stored files can easily be retrieved when needed.
User-friendly Interface
A good call recording software should have a user-friendly interface. That makes it easy for you or an employee to navigate the app when recording or locating files without frustration. Your business requires a lot of things to be done, so you want to avoid adding an overbearing call-recording software interface to the list.
Maximum Recording Duration
Another feature you want in a call recording software is an unlimited recording duration. With such a feature, you don't have to stay conscious of the call record duration since the app is up to the task.
Editing Capacity
When settling for call recording software, look out for those with an editing capacity. Personalized call records, which are only possible through editing, can save you or an employee a lot of time.
Ease of Setup
The ease of setup of a call recording software should be considered when opting for one. You want a call recording app that takes only a short time to start. Only settle for one ready to go in as few steps as possible.
Security & Compliance
When picking a call recording software, you should look for specific security and compliance settings, including automatic notifications, auto pause, etc. That helps protect all parties in a call recording session, especially in locations where multi-party consent is the law.
Introducing LimePhone: Your One-Stop VoIP Solution
LimePhone is a voice-over-internet protocol solution (VOIP) that prides itself as secure, interoperable SIP software. The open-source project has been in the VOIP business since 2001.
LimePhone provides a call recording service that ticks all the necessary boxes for any business serious about keeping track of customer voice conversations. Below are some striking features of its call-recording service:
- Cross-platform: The software delivers a call recording service compatible with all your mobile or desktop devices—no need to search for a call recording solution that supports your current device.
- Multi-call Management Capacity: LimePhone call recording service offers support for multiple ongoing calls simultaneously. No need to end one call recording to start another; the software can handle them all at once.
- Call Handling: LimePhone has a suite of call-handling options ranging from call forwarding to Call Waiting. That can be useful in meeting your business's diverse needs.
- Easy Setup: It's easy to start using LimePhone. In three easy steps - choose a number, pick a plan, and activate - the call recording for your business is ready.
Other Products of LimePhone
On LimePhone, you can access a suite of products beyond call recording. Here are some other excellent products and services available on LimePhone:
Virtual Number
You can purchase a virtual number from LimePhone specifically for your business. That is great for business owners interested in separating their personal life from their business. Your virtual number comes with call routing, recording, transcription, forwarding, messaging, and auto-replies.
Team Manager
If your business has multiple employees, LimePhone's Team Manager can help you manage conversations so everyone is in the loop. On Team Manager, you can add team members, designate roles, add comments on messages, and more.
The application allows group calls, sms, and voicemail sharing. LimePhone's Team Manager brings transparency to collaborations, so everyone is on the same page regarding your business.
Frequently Asked Questions
Here are some frequently asked questions as it concerns call recording:
- What are the benefits of call recording for customer service?
- Effective call recording means businesses can adhere to legal requirements for consumer permission and notification. Recorded data is also valuable when disagreements emerge over customer service standards.
- What does a contact centre call recording entail?
- Recording a phone call involves recording the audio and screen activity that goes along with it. Call recording captures the dialogue between a customer and an agent so that it can be saved, accessed, and assessed based on business requirements.
- Can I request a call recording from a company?
- Yes, companies like LimePhone can meet your call recording needs as soon as your requests are received.
- Is any hardware necessary to set up my call recording system?
- No hardware is required. All you need to get started is to install the LimePhone app.
- Can everyone see the call recordings?
- No, only with access to your LimePhone app can you see call recordings. Fortunately, you can limit access to the file from the app settings.
Final Thoughts
Call recording can make a lot of difference for your business. If you're serious about meeting your customer's needs, then access to call records can provide hints on ways to meet those needs.
Of course, you still have to worry about having the right call recording solution, which is where applications like LimePhone come in. They bring quality recording solutions to the table without breaking the bank.
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