Why there is a need of Call Recording Systems?

Differences in Purpose

They might be phoning for a variety of reasons—to pay a bill, inquire about a shipment being sent, seek technical assistance or support, or simply vent about something they don't like.

In the great majority of situations, a call centre employee must be polite and helpful. Customer service is non-negotiable. But the true test is if you completed the task: did you resolve the customer's problem (in a timely manner)?

If you operate a contact centre, there's one thing you can do to ensure that your agents are doing well. It's actually rather simple: record your phone calls.

But why (and how) are you able to accomplish this? Are there any laws that you must follow? How can you be confident that call recording is helping your team achieve its objectives?

What is call recording systems, exactly?

It's quite simple—call centre recording is the practise of recording and monitoring all inbound and outgoing call activity at call centres, of course.

These call centre recordings enable you to perform things like validate information at any moment and teach operators by gaining a better knowledge of client interactions.

This can contain both the audio content of any conversation and contact centre screen recordings, which provide a clearer view of agents' processes). That information from the recorded call is saved, and you may access it and examine it later if necessary.

While most people concentrate on the dialogue between an agent and a client, you may also record what happens on the computer screen throughout the call, including any notes or information entered by your representative. Managers and supervisors may utilise call records to observe what actions the agent performed in addition to what was stated, which is highly valuable.

How can SlashRTC’s Omnichannel Platform
Enhance Customer Experience?

What are call recordings used for?
  • Improvements in customer service
  • Dispute resolution training
  • Compliance
  • Creating a customer service strategy
Top benefits of call recording
  • More thorough records
  • Agents receive better real-time feedback.
  • Customer concerns are resolved more quickly.
  • Quality assurance is made easier.
  • Improvement suggestions for the product
  • Enhanced legal compliance

Call recordings: A key tool for contact center managers

Call centre recording is vital in maintaining a contemporary contact centre, regardless of how big or small your staff is.

A solid call recording system may help you improve your customer experience without increasing manpower, from quality control to compliance. Make careful to establish what your real recording needs are before deciding which call recording solution best suits your team's demands.

What are call recordings used for?
1. Customer service improvements

If your company is client-focused in any manner (which it should be! ), you'll want to keep improving your customer service.
You may ensure that the team is following your rules or norms by listening to prior calls. Furthermore, being able to check recordings allows you to quickly identify any gaps in customer care as well as the most common customer complaints.
In Dialpad, for example, you may create a playlist of client call records that indicate areas for improvement:
This will make it easy for you to come up with suggestions for how to enhance your phone customer service.

2. Education

A high worker turnover rate is one of the most serious issues that contact centres face. Let's be honest. Agents at call centres burn out frequently and quickly—not it's an easy job.
And if you run a call centre, this means you're virtually always training new employees. Finally, it has an impact on your bottom line.
Of course, training is essential, but recorded conversations may be a simple method for new recruits to learn on their own and grasp the proper and incorrect ways to handle calls. They can also assist with advanced training for current employees. Dialpad, for example, is very useful for training since it not only allows you to record calls, but it also allows you to replay them.

3. Dispute resolution

Wouldn't it be fantastic if every call went off without a hitch and every customer left satisfied? That, of course, does not occur for a variety of reasons. Every day, most call centres get conflicts or complaints.
Call records can aid in the resolution of many of these disagreements, particularly in "he said/she said/they said" situations. (It's also worth mentioning that a recorded call can serve as a verbal contract in specific cases.)

4. Adherence

Your company may be in an industry with stringent rules and regulations that must be followed in every location where it operates. Having phone records may protect you—and could be the difference between a little squabble and a lawsuit.

This has some overlap with training, because these data may be used to ensure that agents are obeying the rules when it comes to things like identification checks.

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SlashRTC's Contact Centre Solution was the most comprehensive, flexible and easy to integrate with our existing CRM app. We were able to complete the setup within a few days and the agents on the floor loved the Chrome Plugin, a complete transformation of our legacy application. They customised the solution to our needs and their support is commendable.

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