The Advantages of Using the Call Recording Feature for Your Small Business

Call recording is a common feature of cloud telephone systems. Call recording can be useful for a variety of businesses and applications, not just call centres (or cloud contact centres). Call recording software can help any business learn more about its processes, how queries are resolved and how long it takes to resolve them, and how to improve the customer experience.

Businesses that use call recording and use the feedback generated by the data collected have the potential to improve in a variety of areas and assist customers and employees in finding a better path to success.

Improve Your First-Time Fix Rate and Time to Resolution

Customers who contact your company usually have a question or a problem. Both scenarios indicate that the person calling wants information and wants it quickly so that they can go about their business.

One of the most common complaints about customer service calls is being passed between departments and staff, having to wait on hold for long periods of time, and not getting an answer on that call. This quickly causes frustration in the caller and disempowers the staff member who is attempting to assist but is stuck and unable to.

This allows you to gain a better understanding of where first-time fixes are failing and implement staff training or options such as automated menus or virtual attendants to help direct callers from the moment, they pick up the phone.

Streamline Queries and Processes

If you look at your call data and notice that a lot of people are calling but their questions have to be passed to other departments, senior staff, or they have to jump through a lot of hoops to get answers, it may be time to look at the types of questions that are coming in and the processes they go through.

You could use an automated menu to direct queries more appropriately in the first instance, or you could hire a virtual assistant to assist with FAQs or switchboards. Customers may become frustrated if they are repeatedly asked to provide the same information, so a more effective call log or customer access portal may be beneficial.

It's possible that customers aren't being given the opportunity to provide feedback on their experience, which can provide valuable insight into how your processes and queries work.

Effective call management can also help to improve the way questions are answered and the processes that customers go through. With a call management system, you may be able to reduce hold time, capture more leads, and improve your first-time fix rate – making cloud telephone systems very beneficial. 

Understand Frequently Asked Questions 

Call recording can reveal a lot about what your customers want from your company. If the vast majority of your calls are for basic information, such as opening hours, order placement, booking inquiries, or other similar quick questions, your online presence may need to be updated. FAQ sections on websites, updated social media, and AI-powered chatbots are excellent ways to provide people with quick and simple information without having to dial a number.

You could even programme your business phone system to respond to FAQs with pre-recorded messages, or use these as part of your on-hold marketing. These can be updated as needed to continue effectively assisting customers.

Easily Resolve Disputes

Nobody wants to get into a who said/you said situation, especially when both parties just want to get the dispute resolved. Call recording enables you to quickly check on a logged call, providing irrefutable proof to help support a case. Protect your company's reputation by using call recording in an ethical manner to resolve disputes quickly.

Discover how you can benefit your business by maximising your phone system's call recording features. Get started with an Enreach cloud phone system today and see what other inclusive features you can take advantage of.

Improve Staff Knowledge and Customer Service

When reviewing call recording data, you can learn a lot about your employees' customer service skills as well as their own. If you notice that many of your first point-of-contact employees are passing on queries or are unable to effectively assist customers in the first instance, it may be worth updating their training or looking into ways to develop their customer-facing skills.

Speak with your employees to determine what skills or knowledge they believe they lack that could benefit customers and make their jobs easier. Consider it an opportunity to identify areas where people may require additional assistance, as well as to recognise and reward employees who go above and beyond to provide excellent customer service.

Resources:

• Business Phone Systems - Thinkific
• Business Telephone System - Coda
• Business Telephone Systems - Ameba Ownd
• Cloud Phone Systems - News.blog
• Cloud Telephony - Data.blog