Here at Omni, it’s no secret that we believe that phone calls are still very much alive and well in business. Even in today’s text-heavy, automated world, people still want to talk to a real person, especially when they have questions or concerns. After all, it’s much easier to trust a person than a computer screen or a process.
We also believe that phone conversations shouldn’t just disappear into the nethersphere once the call is disconnected. You really should record your calls. There are a number of reasons for this, and we’ll take a look at them right now.
1. Improves Your Customer Service
Customer phone calls are very much a part of your business’s service record. But if you’re not recording these interactions, you may be missing out on an opportunity to improve your business, your products, and your customer satisfaction. Recording your phone calls can help you track things like customer feedback, frequently asked questions, or requests and preferences, among other things. This is the sort of data that marketing companies can charge a small fortune to collect from focus groups, but who needs that when you’ve got it all on the record? Your customers can serve as your own in-house marketing group, ultimately helping you streamline and focus your sales.
2. Helps with Employee Training and Performance
Recorded calls can be an indispensable tool for assessing employee job performance. Sometimes customers can be upset or dissatisfied, and it’s helpful to be able to revisit their conversations with to figure out where it may have gone wrong. Could the situation have been handled differently? If you’re not recording your phone calls, you may have employees making the same mistakes repeatedly without any way of knowing about it.
Recorded calls can also be used for training purposes. New employees can hear real-life conversations regarding a variety of situations. Having a “library” of phone calls, some good ones and some bad ones, can be a powerful tool for teaching the dos and don’ts of customer service.
3. No More Missed Calls
As wonderful as reps may be at taking notes, there are always going to be some things that slip through the cracks. And missing a detail, either through a bad connection, a noisy room, or an accent that’s difficult to decipher, can sometimes make or break a sale. Recording your calls takes some of the heat off your reps when, in spite of all efforts to listen actively, those human error moments do occur.
4. Helps Avoid Litigation
The unsavory possibility of a lawsuit is never far from a business owner’s mind. These days, folks can be accused of just about anything. Recorded phone calls are the audio version of a “paper trail”, and can be a life saver if ever you need to provide proof of business practices.
If these reasons haven’t convinced you (although seriously, they should) that you need to be using call recording, it may be that you are required to use it in order to comply with industry-specific standards. In some cases, these standards are set by the laws of the land or agency regulations and in others, it can be simply a corporate policy. In either case, you’re going to need to find some good software fast.
How to Record Your Calls
First of all, let’s be clear that what we are talking about here is simply recording your calls and storing them in an audio format, not logging or monitoring them. Even so, in the past this would require installing specialized hardware to your landline phone, but with our virtual phone system - Omni, this is no longer necessary. All you need is a great system (ahem, just like we offer here at Omni) and some space to store your records. Did we mention that we offer on-demand call recording with all of our plans? So even if you just need a no frills, basic plan, we’ve got your recording needs covered. Even if you have no experience whatsoever with the system, our tech team is ready to walk you through the process step by step.