As a business owner, weighing the pros and cons of each technology upgrade is a crucial part of any change for your company. Not all technology lives up to expectations, and all of it tends to come with a pretty hefty price tag. If call recording software is something that’s on your radar, here are five reasons to opt for it in your business.
Maintain Compliance
Depending on your business industry, you may be required to record all telephone interactions with clients. Businesses that provide financial or legal services, for instance, would be out of compliance with the law if they did not invest in call recording software.
Protect Your Company
Phone communication is often fraught with misunderstandings and miscommunication, and when customers mishear or misremember a detail, they may accuse your employees of lying or failing to hold up their end of an agreement. Having a recording of the audio of the conversation can save you the hassle of missing out on information. You can easily see where the miscommunication happened, and if you end up in a legal proceeding, you have the evidence to defend your company.
Improve Employee Training
Customer service is a learned skill, especially over the telephone. If you use phone-specific sales techniques or a script, the best way to train new staff is to have them listen to real conversations that use them. New employees can listen to model calls recorded with this software to learn the ropes, and current staff can listen to their own calls to improve their techniques. Your management team can also use the recorded calls to see where the scripts and techniques can be improved across the board for better customer service.
Evaluate Your Promotions
There are lots of ways to measure the success of your promotional campaigns, and having recorded phone calls that you can refer to is a great way to gain better insight. Listen to the calls to see how customers respond to different aspects of the campaign and see where they ask questions or lose interest.
Inform Product Development
More than likely, your product developers are not typically the ones on the phone with customers, so they don’t have the opportunity to hear directly what works and what doesn’t work with the product. Having recorded conversations between your call center staff and your customers offers the product development team direct access to what the customers are saying, which they can then use to improve your products and your customer satisfaction.
Phone System Solutions from Delta Intellicom
Want to learn more about the ways we can help improve your business? Delta Intellicom can satisfy all of your telecommunication needs, whether you need help with your new VoIP system or just want to streamline your existing office phone network. We have served the Maryland, Washington, D.C, Northern Virginia, and Pennsylvania areas for over 20 years and offer an unparalleled customer experience. We have the expertise and products to fulfill all of your phone service and data needs. For more information, contact us online or give us a call at 1-800-946-3358. For more tips, follow us on Google+, Facebook, Twitter, and Pinterest.