There is nothing quite like trying to walk the tightrope that is having a stellar customer experience and relationship with sticking to those pesky regulations. But don’t worry; call recording is here to help. Today, I’ll show you how this powerful tool will not only allow you to monitor the way you communicate with customers but also help ensure you stay on the right side of the law. Stellar service plus an unassailable record of all your interactions means that there’s a lot more to call recording’s potential benefits than just being able to replay conversations.
Enhancing Customer Service with Call Recording
When a customer calls you up with say a problem with a product, good customer service here means cleaning up the situation calmly and leaving them feeling understood and the matter resolved. But how do you guarantee every conversation meets the standards of your brand? That’s where call recording software comes in. Recording calls in real-time allows organizations to evaluate how well their representatives are fielding calls from customers. Know what to improve and where to focus your training.
Imagine listening in on a call and being able to know immediately what did and didn’t go well. Take something like empathy as an example, was the rep empathetic? Or did they treat the grievance like it didn’t really matter at all? It’s easy to draw some pretty valuable lesson plans from the keys found in recording calls. Managers are able to draw examples from real-life experiences, training reps to manage their way through almost any situation better.
Quality Assurance Made Simple
Quality is vital to customer support, but evaluating calls one by one is time-consuming and injects bias into the process. A business can use technology to automatically review every call and ensure that every one of its agents is being critiqued fairly and based on the same standards. This allows you to maintain high standards without flooding staff with red tape.
Having a recording that any evaluator can view at any time lets managers audit whether their agents are following procedures as often as needed. This capability can be very helpful in a remote or blended work environment when supervisors can’t directly check in at every location.
Ensuring Compliance and Reducing Risk
Compliance is another big reason companies buy call recording software. In some industries — such as finance, healthcare, and telecommunications — it is actually mandated by law that companies record phone calls and store them for a certain period of time. If you don’t and you get caught, your company could face hefty fines or even legal action.
Use call recording software to keep your business legit when need be to record and store phone calls somewhere safe to find later for audits. Call recording software can even be customized (for example, you can blur out info like credit card numbers and personal health information).
Handling Disputes Effectively
Customer conflict is an inevitable part of business. Bills are inaccurately charged to the wrong card, services are misconstrued and the customer is irate at the other end. Conflict can strain a business-customer relationship but with call recording software? The records are there to help businesses resolve the conflict in favor of the customer, retain the relationship, and protect themselves in the process.
Businesses can listen back on any call recording at any time and catch important details, confirm a customer’s statement, etc. This means there’s a lot less room for gray area and it’s easier to keep a neutral standpoint. This backup also assures the customer that the business has it covered and that the concern is, in fact, taken seriously.
Streamlining Training and Development
Onboarding new employees is a stressful job — especially when teaching customer service skills. That’s where call recording software comes in. With call recordings, you can hear real-life examples of on-the-phone interactions, both good and bad. These recordings provide you with the tools to construct your training content so incoming employees have insight into what’s about to occur and the proper protocol on how to handle it.
Good (new) phone agents will find inspiration in the recording of an experienced agent deescalating an angry customer, finding a resolution to a problem, or closing a deal. This will enable your new hires to replicate the style, practice active listening, and offer fixes that lead to customer satisfaction.
Data Security and Confidentiality
As consumer privacy continues to become more and more of an issue, it’s imperative businesses make sure calls that are recorded are stored securely. Most call recording software provides advanced encryption and security to keep any sensitive information safe, something that is particularly important to businesses within the healthcare and finance industries.
