What is call recording?

Call recording is the process of keeping a digital record of business telephone calls so they can be retrieved and listened to in the future. In another recent article we’ve looked at what VoIP with call recording is in much more detail, so please check out that guide if you are new to the subject.

Why you should record your business telephone calls

From legal and regulatory compliance to dispute resolution and improved customer service, call recording brings a significant array of benefits to businesses of all sizes. 

Train more effectively

The phrase we’re all probably familiar with “Your call may be recorded for training or monitoring purposes” leads us to our first benefit of call recording, employee training. 

Recording calls and then using the recordings to train employees is an excellent way to improve customer service and coach staff in call handling. As a trainer, the ability to listen back to an agent’s call to pinpoint problem areas is a huge plus, but equally important is giving the member of staff the opportunity to listen to themselves, so they can hear how they can potentially improve. 

Whether you’re a small business with a receptionist who you’d like to train or a large corporation with multiple call centres, call recording is an effective way to monitor staff and coach them.

Customer service

Service quality kind of goes hand in hand with the ability to train and coach staff, the more training you can provide, the higher the probability that your team will provide an excellent service. Alongside benefits that training provides to service quality, just the fact that employees know they are being recorded can lead to better engagements with customers. We can all empathise with an agent dealing with a rude or difficult customer, remaining professional can be difficult. But to avoid complaints that is exactly what you need your agents to do and by recording calls, you’re encouraging them to bite their tongues and be as professional as possible. 

Recording and monitoring calls made to your business VoIP numbers almost always leads to improvements in customer service.

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Settling disputes and disagreements

There will always be certain situations that result in disputes and disagreements, it could be that a customer disputes what was said on a call, or perhaps someone in your team has misunderstood what has been said. Situations of he said she said can quickly lead to relationships breaking down, which is why call recording can be a powerful way to defuse and resolve disputes. 

If you’re recording your calls and there is a dispute between you and your customer or even a supplier, you can simply search for the call and listen back to what was said. You can then choose whether you want to share the recording with the people involved in the dispute and make an informed decision about how you should deal with the situation. 

In many cases call recording can save you from a relationship breaking down and losing a customer. It’s powerful evidence of exactly what has been said and by whom. 

Industry and legal compliance

In many industries, especially financial services, organisations have to record calls to comply with regulatory requirements. Those that most commonly need to do it are those that provide any form of financial advice to customers and it’s easy to understand why. If you have a person looking to take out a financial services product such as income protection for example, and several years later they need to make a claim only to find that they aren’t covered. They may feel that the claim has been rejected unfairly based on the conversation they had several years ago with the person selling the policy. Of course, the only way you’re going to be able to find out what was said in that conversation is via call recording. 

By having the ability to listen back to the conversation and even use the recording in court if needs be, you can be sure that you are protecting yourself and also your clients as best as possible. 

Capture anything you missed

Finally, call recording gives you the opportunity to listen back and capture information that perhaps you missed while you were on the phone. You might be having a very detailed and lengthy call with a client and keeping track of everything that was said can be difficult. By recording the call, you can then listen back at another time, taking note of the key points that you missed the first time around.

T2k is a leading VoIP provider

With over 28 years of experience, T2k are a leading VoIP provider, working with hundreds of businesses across the UK. If you would like more information about our hosted VoIP service or have questions about call recording, please contact us.

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FAQs

Why do companies record calls?

Companies will record calls for a variety of reasons such as:

  • To train staff
  • To monitor staff performance
  • To comply with legislation
  • To protect themselves and their employees

What do companies do with recorded calls?

Companies that record calls typically don't listen back to many of them; it's only when an issue is raised by a customer or employee that the call will be recovered and listened to. Calls are all securely stored, and they are only accessible by managers, with a detailed audit log of who listened to the call and when. As call recording is typically used by financial services businesses, it's vitally important that calls are stored securely.

Is it legal for companies to record calls?

Yes, it is legal to record calls in the UK, but you must inform all of the parties on the call that it is being recorded before it starts.