Call centers have long used technology to record calls and then use the collected data to improve business and customer service. However, with the spread of remote work practices, some concerns and difficulties arise. A business system for recording conversations is quite expensive to deploy, which makes it difficult to transfer it to employees’ homes. With all this, compliance standards remain stringent. Additionally, as we can no longer provide direct guidance and training to our growing team members, call recording has gained significance across all areas of the business, not just limited to the contact center. Let’s dive into the importance of call recording for remote work.
Benefits of Phone Recording for Business with Remote Collaborations
There is one difficulty in remote work and the integration of call recording services into it – the high cost of equipment. It can be replaced using the iPhone call recorder app. This is an app that lets you record phone calls, which completely covers business needs. One of the most prominent is iCall, which has advanced features for recording calls. For example, it can act as an iPhone phone recorder, work instead of voicemail, and install additional protection on the recording. If you implement a call recorder through an iPhone application, your employees will be able to answer calls anywhere. Start with a free trial period and evaluate the benefits of this approach.
#1 Staff Training
Call recording offers a range of advantages, including the ability to save recordings in easily downloadable file formats. These recordings can then be attached to emails, making them ideal for remote training purposes. By showcasing both good and bad recordings to new staff, you can effectively train them on the necessary standard of customer service, even while working remotely. Encouraging staff to listen back to their calls can help them identify areas for improvement. For instance, they may realize that their background music is audible to the customer and make a conscious decision to lower the volume in the future.
#2 Monitor the Calls
Call recording enables you to monitor every call made to and from your business, ensuring you maintain complete control over your calls even while working remotely. The recordings allow you to intervene as necessary, track challenging calls experienced by teams, and make required adjustments.
#3 Improve the Customer Experience
Your company’s customer experience plays a pivotal role in deciding whether customers choose you or your competitors. Phone manners, in particular, hold significant importance as phone calls remain the primary mode of customer contact. Any business must have staff members with excellent communication skills to ensure a positive phone experience.
Monitoring recorded calls allows you to gain insights into your customers’ phone experience, identifying their preferences and areas for improvement. For instance, you may discover that customers are often put on hold for extended periods as your staff searches for available colleagues.
#4 Reduce the Number of Mistakes Made
No business can avoid human error. For instance, when interacting with customers on the phone, you may make a simple mistake like forgetting to read back their address. Consequently, a product might be sent to the wrong address. Alternatively, a team member might neglect to ask the necessary security questions, granting unauthorized access to private accounts.
#5 Resolve Disputes
Call recording acts as a reliable backup, whether it’s a minor disagreement regarding the color of a product order or a legal dispute. In a nutshell, the recordings provide concrete evidence by accurately conveying the conversation, and expediting the resolution process. Senior staff members can quickly get up to speed on the exact sequence of events.
#6 Secure Data
Industry-leading security safeguards, privacy measures, and data protection are used to encrypt the data, ensuring its safety and protection. Data security risks always increase when that same data becomes decentralized. The risk of their interception when transferred between servers increases. Today, encryption is used for this, so the data remains protected both during its storage and transmission between the company and the employee.
#7 Integrate with your CRM
Your call recording tool is a valuable source of customer data, a goldmine waiting to be tapped. Rather than letting this information go unused, call recording can be leveraged to reduce human error and enhance the customer experience.
By integrating a call recording system with your CRM, employees gain deeper insight into each phone call. They have access to customer needs, call history, subscription status, and more before even engaging with the customer. Additionally, the system auto-dials from the CRM, eliminating any risk of dialing the wrong number.
The problem with remote employees for businesses is that they are difficult to manage. However, some studies show that remote workers have even better productivity than those who work in the office by approximately 13%. But there still needs to be control and training, which is exactly what call recording provides. Managers can monitor remote employees, provide support, and help resolve disputes through call recordings.