July 28th 2022
THE BENEFITS OF CALL RECORDING
The functionality of call recording is constantly evolving. Once paired with AI technology, the information derived can be used to drive value and stronger business strategies.
At its simplest, call recording software is the process of collecting the audio (and sometimes screen activity) from the beginning to the end of a call.
Why is it Important to Record Calls?
Call recording can protect your business against customer complaints and potential legal disputes. For instance, regulations such as GDPR ensure businesses follow a code of conduct, keeping customers informed about when call recordings are taking place, and seeking their permission throughout.
Five Benefits of Call recording
1 - QUALITY ASSURANCE
It provides the opportunity to dissect conversations to help depict the general satisfaction levels of your customers. It also helps you to understand which keywords and phrases are most beneficial in driving conversions. In doing this, you can make intelligent business decisions to strengthen your strategy.
2 - Highlighting Problem Areas
Call recording unveils problem areas in your business and factors that might be affecting your customer service. Call recording, combined with AI based models can help pin-point exactly where things went wrong during a customer interaction, allowing you to put things right more quickly.
3 - Server Status and Memory Monitoring
Call recording provides your business the opportunity to keep valuable records that you can integrate with your CRM and other information platforms. This will help you offer more personalised and creative solutions to your customers.
Using recorded calls and information systems in this way allows you to automatically store data from calls to the correct customer profile, enabling you to easily keep servers organised and up to date.
4 - Continuous Improvement
Deciding which aspects of your customer service strategy works can be difficult; this is where call recording comes into play.
Call recording highlights what aspects of your current strategy have the most impact on customers in terms of driving conversions.
However, beyond this function, call recording insights can show you which employees perform best, and which may need further support in certain areas. This will serve to help you devise personalised training plans and encourage professional growth within your business.
5 - Understand what Works for Your Business
Call recording gives you a detailed overview of each customer’s journey from beginning to end; this information can be unpacked to your business’ advantage.
Discover more with Lily
Call recording technology is a highly beneficial tool that it widely underutilised.
Getting such a system set up can be complicated, but it does not have to be. Learn how to implement and use call recording to its fullest potential; contact our expert team here at Lily today.