Voice over Internet Protocol (VoIP) provides small- and medium-sized businesses (SMBs) with the convenience of making and receiving calls from anywhere with an active internet connection. VoIP enables your staff to meet the demands of your clients, which boosts customer satisfaction. VoIP also has another feature that can take your customer service to the next level: call recording.
#1. Improve customer service and review call recording
One of the most important reasons why businesses should always record their calls, no matter their significance, is to ensure high-quality customer service. By reviewing calls, managers can understand how their agents have been dealing with customers. In addition, find out whether or not they follow protocol and pinpoint any aspects that can improve.
Without call recording, managers would have to listen to each call in real-time, which is a time-consuming process. By recording each call, employees, in fact, have the motivation to perform highly.
#2. Upgrade employee performance
According to Edgar Dale’s Cone of Learning, people only remember 10% of what they’ve read, 50% of what they’ve seen and heard, and 90% of what they’ve done. By providing your agents with actual recordings of good and bad calling examples during training sessions, and having them simulate calls afterward, they’ll be able to learn better and provide high-quality customer service faster.
#3. Retrieve call recording details and prevent litigation
With hundreds of phone calls daily, it’s understandable if your employees don’t catch every single detail. And for companies that require their agents to manually input information during calls, there’s always a possibility that they’ll forget or miss certain information. Needless to say, this could lead to disgruntled customers. If not properly handled, this can harm your reputation, reduce work opportunities, and if things escalate, proceed to litigation.
VoIP’s call recording feature lets you replay audio files to make sure you haven’t missed any details. Of course, ensuring that all customer demands are met. And if you ever get into a dispute with your clients regarding who said what, you can always retrieve the exact audio file and have both sides listen to it, saving you thousands of dollars in legal fees.
#4. Understand customer preferences
Have you ever received an inquiry about a product or service that is not in your offerings? While your agents usually jot these requests down and pass them on to the relevant personnel, they may end up forgetting some if numerous calls are being made that day. Tiny issues like this can lead to potentially huge losses.
With call recording, you can review all your calls at the end of the day. You’ll have a better picture of what certain customers are looking for so you can address them better.
VoIP allows businesses to make on-demand calls affordably, and its call recording feature helps companies improve their customer service and prevent litigation. If you think business VoIP is right for you, or if you have any questions, give us a call today.
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