Why Record Calls in Your Business?
Call recording has long been established in business telephone systems across the United Kingdom and Europe. The vast majority of major businesses record every call made with customers and save it on file.
These files can then be played back and used for training purposes or to resolve any call issues customers may raise in the future.
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Types of Available Call Recording
There are four main types of call recording: Bulk
, On Demand by Agent
, On Demand by Supervisor
- Bulk Call Recording simply records every single call that is made and received by a company.
- On Demand by Agent gives the operator the opportunity to record as and when they like. For example, if a customer was to become irate, they may want to record their call in order to protect themselves in the event of a complaint.
- On Demand by a Supervisor allows a manager or supervisor to record certain calls their staff are making. This can be used for training or assessment purposes as it provides real examples of occasions when an employee has dealt with a call well or has made a mistake.
- Random calling does at it suggests and randomly selects a set number of calls to listen to. It is mainly used for staff training and monitoring purposes.
What Are the Benefits of Recording Calls for a Company?
There are many advantages to companies being able to playback telephone conversations they have had with their customers and clients. Perhaps the most important is the ability to resolve customer complaints. If a complaint is received, a company can replay a specific telephone conversation to see if the customer is correct or not.
Call recording can also be used in training as a difficult, real life situation can be played back to a group.
This also ensures that businesses can protect their employees from being falsely accused of rudeness or making inappropriate comments and can provide targeted coaching and mentoring to improve the quality of service they provide. This type of call recording can also prove to be a useful training tool as real and difficult calls can be played back to help employees learn better ways of taking this type of call in the future.
Recording calls is also beneficial in that it allows verbal contracts to be entered into by phone as all relevant details will be available for future reference. For example, a company can keep record of a customer agreeing to the terms and conditions of a credit card application. Additionally, it makes the detection of fraud easier should anyone be using the system illegally.
Call recording is commonplace in business telephone systems all across the country. The company using the software has the ability to protect themselves and their customers. Call recording also serves as a good training method. It seems that call recording in the business environment will be around for a long time to come.
Other Popular Phone System Features
Call recording is just one of many efficiency-enhancing features that come as standard with a modern phone system. Find out more about other significant phone system features and how they can help your business perform better in our comprehensive guide to Phone System Features and Functions.
How to Find the Best Recording System
When looking for a telephone recording system for your business, it may help to remember that there are a large number of companies who can supply suitable equipment and software, but the best for you will depend entirely on your company's needs.
There is recording equipment on the market to meet or exceed most business requirements and much of it can be added to as a company expands. Recording systems are available to cover all telephones - from the humble mobile phone through to the most extensive call centres.
There are also many different types of system available including those that record digital phone lines, analogue lines and those that can record both. Additionally, most companies are able to provide the necessary software for your business needs within the budget you have available.
Find out more about Business Phone Lines
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