Call recording softwares are important tools companies can rely on as they can often be integrated into cloud-based contact centers, ensuring that each conversation with customers complies with internal privacy regulations and/or corporate regulations. In addition to the compliance aspect, recording softwares can be used also for training purposes, playing a leading role in improving the customers’ experience with the company services provided by the call center.

Do you know the benefits of this UC product? 

Let’s analyze together call recording advantages.

What is call recording?

A recorder is a software that allows to capture voice and, in some cases, also video communications using VoIP. Which conversations have to be recorded can be set according to the needs: total recording records all conversations, selective recording captures just the types of conversations identified by administrators, on-demand recording allows operators to manually start the recording when needed.

Recorded files can be digitally encrypted for security reasons, and the storage repository may differ according to the type of recording software you are using. 

The recording software can be integrated into an existing contact center or it can be available as a stand-alone application (as said before, for example, for compliance reasons).

Why is call recording so important for your business?

In some environments, companies are required to record calls for data protection and compliance purposes, but recording calls is important also for other businesses as they can all benefit from it. Why and how? Let’s analyze together how call recording can help you to enhance your customer service and grow your business, beyond being indispensable for compliance purposes:

• Improve customer service – Everybody knows the more your customers are happy with your customer service, the more likely they are to buy again from you. After being satisfied with the service, which quickly resolved their request, 50% of customers say that they would pay more for the product/service you offer (Hubspot 2021 customer service report). This important data confirms the relevance of good customer service in purchasing decisions and customers’ behaviors. The experience people have with your company impacts on the perception they have of your brand and on their purchase intention so it is good practice to analyse operators’ conversations to find out whether they have handled requests satisfactorily. Analyzing these files you can understand if something goes wrong during calls and measure customers’ sentiment to discover also what they think about your brand and/or your products. 

For example, by listening to calls you can find out the reason why some calls are interrupted prematurely and how to prevent it. You can then plan strategic actions (e.g. establishing guidelines for the management of frequent problems).

• Understand weaknesses and strengths of your service and products – By listening to call recordings, you can identify which aspects of your service are strong, and which can be improved. By listening again to conversations you can also collect product feedback directly from your customers, even discovering suggestions that no one in the company had thought of before. This is an excellent opportunity to take the customer’s point of view and use it to make sure that you are a winner over your competitors. 

73% of people stay loyal to a brand if their customer service department is friendly with them and 54% of customers have high expectations of it (2021 Hubspot report). 

• Know better your customer needs, preferences and behaviors – Listening to recorded calls allows your marketing team to know your customer base better by collecting some essential information such as common requests and needs. People feel less frustrated during calls if they perceive you know them well and you understand their needs. 72% of customers admit that they expect customer service to meet their needs and consider them as unique individuals (Hubspot 2021 customer service report) with personalized support.

• Increase customer satisfaction – This aspect is strictly connected with the previous one because when you know your customers you can exceed their expectations by providing an experience that goes beyond what they consider ‘satisfactory’, as shown before. For example, you could quickly solve his issues at the first call and make him satisfied with your good treatment if you know better his purchases, needs and requests. He will be happier! 

When agents are required to take hundreds of calls a day, it is understandable that they do not always manage to take note of all the information. A recording system also allows agents, according to permissions that are configurable by the system administrators, to retrieve past calls to listen to them again and clarify any doubts. As a consumer, you know how unnerving it is when you have to contact customer service more than once, just because operators didn’t take note of information properly. On the other hand, this is also a great opportunity to be proactive in the following calls as agents can plan personalized follow-up by exploiting information obtained from the re-listening of conversations.

• Motivate your agents to increase their performance – Although it is quite disheartening to say, some people are at their best when they know they are ‘under observation’. Knowing that they are being monitored can encourage operators to be more proactive, polite, and effective in successfully resolving the call. Moreover, recording analysis can be used for annual performance review and analysis: agents’ activities can be monitored using call recordings to be evaluated for performance-based awards. 

• Coach your team and identify new ways to serve customers – Listening to call recordings you can identify best practices and worst practices in how agents guide the conversations. You can use these files with newcomers or employees for training purposes. Thanks to recordings you can analyse the performance of agents not in real-time to give them feedback and suggestions to provide a better service. This could be a win-win practice: agents will feel supported and motivated in their role and you will find -together with them- new ways to help customers. And your business will take advantage of it!

To know more about Mida recording software and go deeper into the adoption of a recorder contact us here. We would love to play a role in your new customer service!