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Call Recordings: Best Practices for Business

Matt Grofsky, Ytel |  
If your business is handling inbound or outbound calls of any kind, call recording is a feature we highly recommend implementing into your phone system. The benefits of call recording can add so much value to your bottom line in terms of saving money, customer service, marketing, even compliance and security. Read on for more insight!

If your business is handling inbound or outbound calls of any kind, call recording is a feature we highly recommend implementing into your phone system. The benefits of call recording can add so much value to your bottom line in terms of saving money, customer service, marketing, even compliance and security. Read on for more insight!

Benefits of Call Recordings in Call Centers

The Benefits of Call Recording


Call recording is must-have  software feature for call center agents and managers. Recordings can be used in a multitude of ways to amp up your business, improve the customer experience, reduce room for errors, and much more. We'll be discussing the most powerful and beneficial ones for businesses in this post.
  • Train your team

    • It's much harder to train employees when you don't have any previous work to use as examples. If you have past call recordings, it's easy to zero in on interactions with customers and prospects by listening back and evaluating what employees did right or wrong, and the best ways to handle it. Recordings can also be used as a way of analyzing performance, as you can easily track if each employee's calls improve or stay the same after their training.
       
  • Maintain compliance

    • Comply with legal and industry guidelines by having calls recorded and housed on your internal servers. This might seem like a headache, but it will save so much time and money if your business is ever in a situation where you need to resolve issues against customers, partners, vendors, and other businesses.
       
  • Know your customers

    • With call recordings, you're able to referhahahah back and listen to conversations your team shares with customers. In doing so, you can pick up on small details from each customer that you might have otherwise missed. These details may not initially seem important, but they can end up playing a strong role in the way you market to certain customers and be extremely helpful.

  • Reduce errors

    • Remove any room for errors in data entry by recording calls and having that information on hand, accessible at any time.  Quality control is much easier to manage with call recordings, as management can easily refer back to particular calls and investigate any issues that may arise.

  • Amp up security

    • Gain insight into what's being said on calls and what bad habits need to be nipped in the bud. Any private information being shared within your company can be tracked and monitored easily with call recordings. You'll be able to monitor the interactions agents have on calls, in order to reduce personal or inappropriate phone calls, poor language, etc.

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About The Author

Matt Grofsky, Ytel

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Matt provides Ytel with avenues to do things different. As a software developer with close to 20 years experience, Matt is aggressive on deliverables and is able to get projects done. Matt is a successful inventor and has been founding companies with Nick for the past 15 years.


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