“Your call will be recorded for training and surveillance purposes” – this is the patent line we often hear while making calls to any customer care service or any business institution. This statement might sound unambiguous to most people out there. However, for those people whose daily lives and businesses revolve around calls, the meaning of this sentence is much more to them.
Each and every call related to your business is equally essential. Considering modern marketing trends, clients always have alternative choices present in front of them. In such a scenario, a call recording app will ensure that effective communication between your employees and clients is going on seamlessly.
10 Factors to Consider Before Investing in a Call Recording App
- 1 10 Factors to Consider Before Investing in a Call Recording App
- 1.0.1 1. The system must be able to provide detailed search reports
- 1.0.2 2. Must have an in-built access control feature
- 1.0.3 3. It provides a large storage capacity
- 1.0.4 4. Must follow the encryption rules
- 1.0.5 5. Compatible with other workforce optimization tools
- 1.0.6 6. Supports Speech-to-Phrase Recognition feature
- 1.0.7 7. Must support flexible data retention rules and policies
- 1.0.8 8. Must have an advanced customer tracking feature
- 1.0.9 9. Should provide data export options
- 1.0.10 10. It must ensure protection against disaster
- 1.0.11 Final Words
Does the success of your business revolve around the calls made and received from your customers? Then you must actively start recording your calls, though it might sometimes be a tiring task. There are multiple companies that are offering various call recording applications.
Here are 10 must-know facts about call recording apps and you should consider them before investing in any one of them.
1. The system must be able to provide detailed search reports
Reports play a very significant role in your business. Through reports, you will get a complete understanding of your business performance. In order to make sure that your clients are satisfied with the type of service provided by your customer care team, your call recording app must be capable of providing advanced search reports. The application must be flexible enough to allow you to conduct searches based on employee ID within a free sitting environment.
2. Must have an in-built access control feature
Calls are generally done between two people and they contain information that can be a bit sensitive and confidential at times. So your call recording app must have a clear cut feature or setting. Using that, you can control and assign administering tasks to reliable people within your organization. Another essential point that you must consider, is that you must be able to configure your system easily. This would help you to allow your agents to get access to their own recordings and focus on those areas where they need to improve themselves.
3. It provides a large storage capacity
Based on the type of customer support business you are running, you might need to store specific call recordings for years, depending on the regulations and policies on your particular sector, for example, the insurance industry. So you must always invest in call recording apps that offer huge storage space. This would ensure that you can retain those important recordings and at the same time keep on loading recent ones on a daily basis. This will also reduce your expenditure as your entire work will be done within a single platform and you no longer need to invest in a different application.
4. Must follow the encryption rules
While it is crucial to record the whole conversation between your customer service agent and client, there are, however, specific components of customer interactions that should never be recorded. Make sure that the call recording app is able to meet your compliance. You must look for an application that will not only offer encryption for the ‘data in rest’ but also for the ‘data that is in transit’. This would make sure that the call recordings are fully encrypted before they are transmitted over the network to a particular storage device. The app must also ensure that the recordings can only be accessed by authorized users.
5. Compatible with other workforce optimization tools
In order to go beyond the ordinary, always look for a call recording app that is compatible with other workforce optimization tools. By investing in a system that is compatible with text analytics, speech analytics, and customer survey tools, you will be able to get better insights into your business. This will help you to make better strategic decisions in the long run and will surely show its impact on your business’s cost revenues and customer satisfaction levels.
6. Supports Speech-to-Phrase Recognition feature
The speech-to Phrase Recognition feature is vital for your telemarketing business. It will allow you to recognize and highlight phrases within a conversation. This special feature enables you to monitor your calls and complaints, making it easier for you to identify the loopholes within your business and make necessary changes. With this technology, you will be able to discover the modern trends and problems related to customers. You can also optimise the performance of your customer care agent.
7. Must support flexible data retention rules and policies
While looking for a call recording app, make sure that it supports all the flexible data retention rules and policies. Also, ensure that the application does not delete any of your customer interaction before the law allows them to do so.
8. Must have an advanced customer tracking feature
Coming straight to the point, your call centre business is not directly related to your products/services, but rather to your valuable clients. It is more important for you to develop an environment that provides greater levels of customer satisfaction. So your call recording app must be capable enough to track down each and every information related to your clients. This would provide you with an ample amount of suggestions and ideas, increasing the number of satisfied customers.
9. Should provide data export options
Your call recording app should allow you to export your call recordings and other metadata to other CRM, analytics and e-learning applications. Your call records are an asset to your business, as you can use them for training and analysis purposes. Make sure that the call recording software you are investing in is giving you access to your recordings. Never go for the app that tries to restrict your access.
10. It must ensure protection against disaster
Your call recordings are the base of your business and they must be kept secure. Make sure that your call recording system is aligned with PBX’s geo-redundancy structure, ensuring that there will be a minimal loss at times of disaster.
Recording calls is vital for your business. It assures you complete safety against any false allegations made by any clients. It helps you to make better business-related decisions and makes you combat the loopholes within your organization. Call recordings can also be used for internal training and quality control purposes. Here’s hoping that the 10 facts mentioned in the article are helpful for you.