Running a business is a big deal, but do you know what is bigger?
Knowing exactly what your customers are saying, and what they are being told. As a serious business owner, narratives about your business cannot be left to chance. This is why it is important to take advantage of a powerful way of gathering customer insight, building a compelling business image and protecting your investments.
In this blog post, we will explore call recording as a dynamic business tool, ten solid ways it can help you achieve business goals, and the best tools in the market for call recording today.
What is Call Recording?
Call recording is the process of storing phone conversations between customers and business owners. It involves using technology to record, store, and analyze phone calls for present and future uses.
Call recording is like a combination of Plan A, Plan B, and Plan C. It allows you to revisit calls that have happened to effect immediate corrections, provide feedback, confirm details, and even gain insight into whether a process should be reevaluated for adjustments, overhauled completely, or even scrapped in its entirety.
So, call recording is keeping a record of all your conversations to help you do a better job and ensure your customers stay happy. Note, however, that it is important to mention to customers that their calls are being recorded and obtain their consent, as required by law. This may be done by providing a simple pre-recorded message to customers.
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Here Are 10 Ways Call Recording Can Help You Achieve Business Goals
Here are 10 ways that call recordings can greatly benefit your business operations:
- As a valuable tool for sales performance evaluation
- Assists you in predicting complaints so you can proactively improve on customer service
- Ensures that your company stays compliant with regulations
- An invaluable resource for onboarding, training, and coaching staff
- Helps with quality assurance
- As an excellent dispute resolution tool
- Gives you access to unedited versions of customer feedback and insights
- Helps with risk management
- Call recordings can help with complaint handling
- Call recordings are raw data for data analysis and insights
1. As a valuable tool for sales performance evaluation
A big part of your sales and marketing efforts in organizations is analyzing sales calls to assess performance, identify opportunities, and develop effective sales strategies.
2. Assists you in predicting complaints so you can proactively improve on customer service
Reviewing call recordings helps you identify areas to enhance customer interactions and train staff to provide better support. Nothing is better than listening to the recordings and thinking, “We should’ve explained these services better on the webpage!” or “Next time, we should approach this complaint like this.” This allows you to identify and fix problem areas before they turn into dumpster fires that require a lot of effort to extinguish.
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3. Ensures that your company stays compliant with regulations
When you record calls, you ensure adherence to industry regulations, such as PCI-DSS, for financial transactions. For health services institutions, call recordings are a great way to ensure that customer service agents comply with rules and regulations and do not engage in unethical practices, like sharing confidential patient data.
4. An invaluable resource for onboarding, training, and coaching staff
Recordings are a great way to get insights that could be used to help train new staff, identify knowledge gaps, and refine communication skills. This is particularly common in companies’ sales and customer service teams, where new hires are mandated to watch or listen to recordings to observe firsthand how calls are conducted in a particular organization.
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5. Helps with quality assurance
Regularly reviewing calls helps maintain quality standards and consistency across customer interactions. Telecommunications companies could record calls to monitor customer service, detect fraud, and improve network quality.
6. As an excellent dispute resolution tool
Your recordings can serve as evidence to resolve disputes or clarify customer miscommunications. It is easy to become biased when disputes arise between customers and staff, but with access to recordings, it becomes easy to listen to the recordings, get a good grasp of the situation and handle it with tact and empathy just as if you were there.
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7. Gives you access to unedited versions of customer feedback and insights
Taking notes is not always enough, as certain sentiments can be lost in translation. Recordings provide valuable customer feedback, helping you understand and optimize for their exact needs and preferences.
8. Helps with risk management
Call recording can help detect and prevent fraudulent activity such as scams, phishing and attempts to extract sensitive information from vulnerable customers.
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9. Call recordings can help with complaint handling
When paired with sentiment analysis, call recordings can be used to analyze customer satisfaction levels and help resolve customer complaints efficiently and fairly.
10. Call recordings are raw data for data analysis and insights
Call recordings can be transcribed and analyzed to extract valuable business insights, using tone assessments and pattern recognition tools. You can use special tools to analyze the recordings and learn even more about what customers like and don’t like.
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Tools your business can use for call recording
While there is a variety of call recording software in the market, it is crucial to choose one that fits perfectly with your business’s needs and goals in terms of affordability, desirable features, versatile integration with other tools, and, very importantly, a tool that fulfils compliance requirements in the countries/regions you serve. That being said, here are a few tools you could consider adopting:
- Callrail
- Anywhere 365
- PressOne Africa
1. CallRail
CallRail is a popular call recording software that offers basic features like call tracking, recording, and analytics. While it provides a good starting point for small businesses, it lacks advanced features and integrations, limiting its scalability.
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2. Anywhere 365
Anywhere 365 is a cloud-based call management platform that offers advanced features like call recording, analytics, and integrations with Microsoft Teams and Dynamics 365. While it provides a robust solution for businesses already invested in the Microsoft ecosystem, it may not be the best fit for businesses using other CRM systems or requiring more customizable solutions.
3. PressOne Africa
PressOne stands out as a robust call management solution, offering a range of advanced features that surpass CallRail and Anywhere 365’s capabilities with:
- Customized phone numbers: PressOne offers customizable phone numbers, enabling businesses to create a professional image and enhance brand recognition. This will ensure that your customers trust you more, and are more willing to refer you to their peers.
- Affordability: With a starting price point as low as N6000, businesses at any stage can use a wide array of tools to supercharge their company’s growth.
- All your call information in one place: PressOne provides a unified platform for managing calls, including recording, tracking, and analytics.
- AI Analytics Dashboard: Gain valuable insights into customer interactions with PressOne’s AI-powered analytics dashboard, offering tone analysis, pattern recognition, and more.
- Multiple Integrations Options: You can seamlessly integrate PressOne with popular CRM systems like Zoho and Zapier, sales automation tools, and helpdesk software, streamlining your workflow.
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Why PressOne is the superior solution
PressOne’s advanced features and integrations make it the ideal choice for businesses seeking a comprehensive call management solution. PressOne also primarily caters to the African market, so you never have to worry about compliance and regulation issues. With PressOne, you can:
- Enhance customer satisfaction with personalized interactions.
- Improve sales performance with data-driven insights.
- Ensure compliance with advanced call recording and analytics.
- Scale your business with ease, leveraging PressOne’s many tools.
Don’t settle for basic call recording tools. Upgrade to PressOne and unlock the full potential of your business communications. Experience the power of advanced call management, AI analytics, and seamless integrations. Take your business to the next level with PressOne.
Check out a free PressOne demo now.
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