5 Reasons to Use Call Recording

By recording calls, your team no longer needs to rely solely on their notes – or worse their memory – of what was said on a phone call with a customer. A team member can simply play back the call to ensure that they have all of the details correct. This takes less time than calling the customer back, and creates a more professional image as well. Some solutions can even record calls made from smartphones and computers using the system’s softphone apps, which is helpful when your team is working remotely.

Just as professional sports players review game footage in order to improve, business professionals listen to their calls in order to increase the effectiveness of their communications.

When you listen to your calls, you can identify speech patterns to improve, filler words to omit, and ways to better handle client questions or objections. Even basics like volume, enunciation and pace will impact the customer’s experience while speaking with you on a phone call.

Many industries are required to record their business calls in order to comply with regulatory requirements, such as HIPPA, Sarbanes-Oxley, and others.  If your business operates in one such industry, the importance of a dependable recording solution cannot be overstated.

Unfortunately, an occasional dispute with a customer or vendor is an unavoidable reality of doing business. When your business calls are recorded, you no longer have to rely on “he-said, she-said” information – you can simply play back the conversation to determine exactly who said what.

In the event an issue escalates, having call recordings on file is priceless should a court case be involved. Oftentimes, the presence of a recording allows for a resolution to be reached before legal proceedings are required.