Disclaimer: Careful listening to recorded calls enables businesses to increase their conversion rates and improve customer satisfaction.
Modern call tracking software offers a wide range of elaborate features and possibilities for deep analytics. However, often a very simple tool is capable of providing its users with all the necessary information. Simplicity is the ultimate sophistication, Leonardo da Vinci once said, and we could not agree more. Even the simplest call tracking platform offers its users the feature of call recording. In this post, we will focus on the benefits of recording talks with customers for any business.
What is call recording software?
Call recording is the process of gathering phone conversations and video conferences for further analysis and application of the insights. Companies utilize call recording systems for assessing and training staff, better understanding customer needs, and resolving disputes. Usually, the software is used for recording sales calls to pursue the aim of increasing conversion rates.
Modern call recording softwares are empowered with additional features. Apart from recording incoming calls, artificial intelligence analyzes the records to fish out relevant keywords and phrases. With the advent of cloud-based technology, users may now include call recording capabilities into their existing CRM systems and save and maintain data in greater quantities. Call centers combine call recording with coaching of new staff. A supervising agent may listen to real calls, intervene in tense situations, or prompt some solutions for a trainee without being heard by a caller.
Can a business record calls legally?
Recording calls is not a new trend in marketing. However, modern tendencies push businesses to be careful with sensitive information to avoid getting into trouble. For instance, the banking and insurance spheres, as well as medical institutions, deal with sensitive customers’ information regularly.
The rules and regulations regarding recording personal information vary in different countries. A common requirement is to notify a person that a call will be recorded for business purposes without disclosing the information to any third party. Call tracking solutions should own security certificates and guarantee the safety of the stored data. A caller has the right to ask for a copy of the record or to reject being recorded. Some companies are obliged to record calls to be able to protect themselves in court in case of any legal issues.
Any business is unique. Therefore, an expert should be consulted before implementing any call recording tool into the functionality. A reliable business cares about the safety of both its employees and customers.
Top 7 benefits of call recording software for your business
Choosing the software and exploring the intricacies of legal regulations regarding call recording permissions is time-consuming and challenging. However, the benefits your business will gain with such a tool are definitely worth it.
Revealing roadblocksListening to call recordings is an easy way to make all the business processes transparent. If your business idea is carefully tested, the processes are well-developed, and the advertising strategy seems to be ideal, the sales indicators should be satisfying. However, if they do not meet your expectations, it means something is wrong in the way of conversing leads into clients. Listening to the interaction between your agents and potential customers will provide you with a missing piece of the puzzle.
Priceless informationThis is the most obvious benefit of recording the calls and analyzing them. Customers use the keywords and speak about their pains on the phone. As a marketing affiliate, you can use this data to optimize your campaigns, reformulate them, and address a particular type of client. Being a business owner yourself, you can analyze the ideas customers share with you on the phone and modify your product or service based on that information. Besides, you can improve your website, widen the FAQ page, and increase general customer satisfaction by just being an active and attentive listener.
Performance trackingIf your marketing department shares the reports on the amount of quality leads but the sales department cannot boast the same high results, there must be something wrong happening on the line. Call recording is an easy way of monitoring the competence of your staff. Check their friendly attitude toward the callers, their ability to deal with difficult customers, and other soft skills that are essential for successful sales deals.
Dispute resolutionAnother value of the call recording option lies in its potential to manage disputes. When a conflict happens on the phone, the only possibility to learn the truth is to listen to the call. Providing clients with follow-up conclusions on the situation and documenting the issue speaks volumes about your client-oriented approach and protects your business against negative reviews on the internet.
Free trainingSuccessful calls should be analyzed and provided as call samples for the newcomers. Practice is always more exciting than learning the theory. So, printed call scripts are handy tutorials, but they will work better in combination with real call recordings and talking to different representatives of the target audience.
Long-term planningThe insights learnt from the call recordings may highlight the steps that should be taken further. For instance, you may decide to change the concept of the ads, use different traffic sources, arrange training for the staff, or decide to improve after-sales interaction with the clients. After implementing any of the mentioned ideas, you may assess the results later and plan your business strategy for some time ahead.
Brand reputationIf you use the information gathered from the calls wisely, your business performance will improve, pushing customer satisfaction to the next level. You will demonstrate care and support for your client, contributing to brand loyalty.
Call recording is a very helpful feature in the toolbox of any call tracking system. It is available as soon as you launch your first ad campaign with a phone number assigned to it. As a result, the process of refining your marketing indicators begins with the first call. All you need to do is listen intently.
Dialics, among other things, provides call tracking. You may learn about the capabilities of our product by requesting a demo. Our technical experts will contact you in the shortest time.