Why is there a need for 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 center 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 center, there's one thing you can do to ensure that your agents are doing well. It's actually rather simple: record your phone calls, call monitoring is essential. Every customer interaction needs to be recorded, specifically audio recordings. These audio recordings can be used for quality management, training purposes and speech analytics. These are not possible traditional mechanics and old generation phone systems.

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

What is a call recording feature, exactly?

It's quite simple - It is the practice of call recording and call monitoring of all inbound and outbound call activity at a call center.

These call center 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 center screen recordings, which provide a clearer view of agents' processes. The information from the recorded call is saved over the cloud based architecture, 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 utilize call records to observe what actions the agent performed in addition to what was stated. This can be achieved by call monitoring, which is highly valuable.

How can SlashRTC’s Call Recording Solutions
Enhances Customer Experience?

What are call recordings used for?
  • Improvements in customer service
  • Training purposes
  • Dispute resolution training
  • Quality management
  • Compliance
  • Speech analytics
  • Creating a customer service strategy
Top benefits of call recording feature
  • 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 center recording is vital in maintaining a contemporary contact center, regardless of how big or small your staff is. It makes sure each and every customer interaction is stored. Our Cloud based end to end encryption makes sure your recordings are safe and secure.

A solid call recording system may help you improve your customer experience without increasing manpower, from quality control to compliance. Be 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 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 customer service and focus on quality management and improving legacy phone systems.

2. Education

A high worker turnover rate is one of the most serious issues that contact centers face. Let's be honest, agents at call centers burn out frequently and quickly. And if you run a call center, 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 purposes and speech analytics 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 centers 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 this data may be used to ensure that agents are obeying the rules when it comes to things like identification checks.

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Devendra Rane, Founder and CTO, Coverfox Insurance

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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SlashRTC’s A.I. enabled Voice and Chat assistants have provided us with high quality service at a surprisingly reasonable price. The tracking process is very intuitive and the lead generation from Website visitors has grown by 125% with the help of their conversational chat bots.

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The flexible architecture of the SlashRTC Contact Centre Solution helped us get all relevant and critical information pushed onto our systems in real time that allows us to make well informed decisions to increase the overall productivity and enhance our customer experience.

Reliance Money
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SlashRTC very efficiently replaced our existing On-Premise solutions with Slash Connect and also seamlessly integrated their system with Microsoft Dynamics. Additionally, They set up an Automated IVR for us and other useful features that have augured extremely well for us in terms of Reporting.

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Whitehat Jr

Our main aim was to increase our call connectivity ratio which was very low. They offered a one of a kind feature which was a rarity in the industry to find. They deployed Mobile CLI feature which enabled our customer service agents to have their own unique masking numbers. This enabled us to be excluded from spam calls and helped us connect to more customers. We were surprised with their flexibility and expertise in seamless integration

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SlashRTC has greatly encouraged quick onboarding and personalised support for every agent in different parts of India. They have consulted us extremely well and have had a proactive approach towards adding additional features and functionalities whenever we needed.

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