What Is Business Call Recording? (+6 Impressive Benefits)
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A recorded conversation can unlock a treasure trove of customer-related insights. And with a robust business call recording solution, you can keep accurate records of all incoming calls and outbound calls.
It also helps you maintain legal compliance, quality assurance, and more.
How else can business call recording benefit your business?
This post will explore what business call recording is and its central benefits.
We’ll also answer some essential FAQs and unveil the ultimate call-recording solution to elevate your company to new heights.
This Article Contains
Click on one of these links to jump to a specific section:
- What Is Business Call Recording?
- 6 Key Benefits of Business Call Recording
- 4 FAQs about Business Call Recording
- The Ultimate Business Call Recording Solution: iovox Insights
What Is Business Call Recording?
Business call recording involves recording a business phone call in a digital file format.
These calls can be VoIP (Voice over Internet Protocol) or traditional telephone calls.
Its core functions?
Storing, replaying, and sharing the audio recording of business communications.
Additionally, recording inbound and outbound calls within a business environment lets you monitor business operations and improve based on these insights.
But who’s recording calls, and why?
A recorded conversation can be helpful for countless reasons. Most companies use call recording software based on specific requirements within their industry. You’ll find business call recordings in sectors ranging from finance to real estate to auto marketplaces.
With that said, let’s explore the benefits of business call recording.
6 Key Benefits of Business Call Recording
Let's look at how call recording software can be a valuable tool for businesses:
Keep Detailed Records
Whether you’re a small business or a large one, keeping detailed customer call records in your customer relationship management (CRM) system is invaluable.
Archived, recorded calls can be significantly helpful in verifying customer information. They can help you address their needs quickly and resolve any additional problems.
The best way to store recorded business calls?
Computer telephony integration automatically stores recorded calls in the appropriate customer file. Thanks to computer telephony integration, when contact center agents take incoming calls, they don’t have to spend time manually saving the audio file to the correct place.
But that’s not all.
Keeping detailed records of a business phone call can improve and personalize sales campaigns. Contact center agents can refer to specific details of previous customer conversations and apply a personalized touch to their approach.
For example, if a customer told a sales rep of a product or service they were happy with, the sales team could use that information to offer the customer another product or service in line with their preferences.
Provide Employees with Valuable Feedback
With large volumes of live calls daily, recalling every little detail can be challenging for your team members.
Recording software can help you develop resources for a customer service agent or sales rep during onboarding, upskilling, and general training purposes.
Provide new contact center agents audio copies of previous recordings of a customer call. They can use these as guidelines for interacting with customers and providing excellent customer service.
For existing agents struggling with their performance, a playback of their previous calls followed by a discussion with a manager can be helpful.
This can allow agents to recognize potential stumbling blocks (like getting flustered when a customer raises their voice on a telephone call) and things they excel in (such as asking for anything else they can help with before ending the call).
Set Quality Assurance Standards
These days, many customer-facing businesses are standardizing their processes to create a consistent experience for all their customers.
Managers can uphold this quality management process by using stored, recorded calls to gauge the quality of assistance the customer support team provides.
As a result, you can tailor interactive voice response (IVR) greetings, on-hold announcements, and scripts for agents across all departments.
Resolve Agent-Client Disputes
Trying to resolve a dispute without hearing the telephone call can cause conflicts with the client and affect their relationship with the brand.
But with business call recordings, you can effectively find the source of a disagreement.
For example, if a call center agent or sales team representative encounters a confrontational customer and the phone conversation gets heated, the customer may want to send a formal complaint.
In this case, a manager can pull the particular call recording and review it to make an informed decision and take appropriate action.
Improve Marketing Campaigns
While your marketing team doesn’t usually find themselves in a telephone conversation with customers, they benefit significantly from the opinions and feedback shared by customers.
By recording a customer call, your communications and marketing teams can review them to discover your ideal customer's pain points and find creative ways to address them in their marketing campaigns.
Marketers can also use call recordings to spot keywords and phrases mentioned by customers to optimize their campaigns and online advertisements better to increase click-through rates and conversions.
Additionally, reviewing business call recordings can lessen the guesswork when using exceptional marketing tools such as advertising slogans, email campaigns, etc.
Remain Compliant with Legal Standards
Regulatory compliance with the law is non-negotiable.
While recording business calls might be discouraged or even illegal in certain countries, others may require by law that you record, and store company calls for a period of time.
Should a lawsuit or any other type of legal proceeding arise from something said or done by an agent of yours over the phone, your company could be legally required to release the phone call recording as evidence.
This is essential, as non-compliance can result in legal action, fines, etc.
But remember, calls that you record or have recorded must abide by the law.
Now let’s get into some burning questions about call recording.
4 FAQs about Business Call Recording
Here are some answers to common queries about business call recording.
Is Call Recording Legal?
Companies must abide by the European Union's General Data Protection Regulations (GDPR) regarding legal phone call recording in European countries. Here, you must ask for clear consent before recording a call.
In the United States, it depends on which state you’re in. Some states require an explicit agreement from all the parties before a recorded call can occur — also required in Canada.
If you record calls from a location where only one-party consent is needed to a place where two-party permission is required, the two-party notification law applies.
You must consult the local law experts in your state before recording and transcribing any video or voice calls.
Note: Even if you’re not legally obliged to obtain consent before a recorded call, it’s a good legal practice to let callers know if you will put a call on file. This will further improve brand transparency and trust.
What’s the Difference between Automatic Call Recording and On Demand Call Recording?
An on demand call recording lets agents manually record phone calls at any time with the press of a button.
Whereas an automatic call recording starts recording at the beginning of each call and stops once the call ends. With most call recording solutions, the automatic recording feature can be disabled.
Which Is Better for Recording Conversations: Single or Dual-Channel Recordings?
The quality of a recorded phone conversation or video conferencing call can be impacted by several variables, ranging from background noise to varying caller accents.
These two types of recordings include:
- Single-channel recording: Whether an inbound call or an outbound call, this type of recording stores one high-quality recording track. It’s perfect for compliance reasons, as only the agents’ side is recorded.
- Dual-channel recording: Dual-channel phone call recording stores both sides of the phone conversation. This can help increase the accuracy of transcriptions, especially in a conference call with multiple speakers.
How Do You Choose the Right Call Recording Software for Your Business?
If your business phone system doesn’t provide recording capabilities, you’ll need to look for a recording software to perform these functions.
Call recording system options can vary greatly in price, recording capabilities, ease of use, and more.
Whichever one you choose, it’s important to prioritize call recording software that helps you improve the customer experience.
Here are a few recording capabilities to look for when choosing a call recording software:
- Intuitive Interface: Opt for software that requires a minimal learning curve. Ideally, you want to invest in one that anybody could use without special training.
- Cloud phone system: Unlike traditional phone systems, a cloud phone system or virtual phone system utilizes the internet to connect calls (cloud-based). They’re cost-effective, flexible, and support remote work.
- Call Tagging: this call recording feature allows you to spot calls requiring urgent responses and attach important information about a particular recording. This can help you organize call data and calls better.
- Unified communications: A recording service that supports unified communications lets you capture all communication channels in one central place.
- Dashboards: Your call recording software should have an integrated dashboard for accessing, viewing, and analyzing all the call recordings in your call log.
- Powerful Search Capabilities: Look for a recording service that makes finding certain call recordings and details easy for you. It should provide search results by categories such as support agent name, caller ID, phone number dialed, or tagged calls.
- Security and Encryption Practices: When dealing with sensitive information, security must be a priority in choosing your call recording software.
- Scalability: Your software needs to be able to handle your organization’s current size and future expansions.
Want to know the best call recording software in the market today?
Iovox Insights: A First-Class Business Call Recording Solution
Record, transcribe and analyze thousands of calls with iovox Insights’ comprehensive automated transcription software and AI insights for improved productivity and revenue.
Its API also employs speech recognition and analytics technology, along with a live transcribe feature with which you can draw essential customer information from recorded calls.
This will allow you to spot customer trends, perform real-time employee training, and in turn, enhance your customer support and overall customer experience.
iovox also offers a mobile app compatible with iOS and Android for your convenience.
Here are some of the most impressive things you can do with iovox’s automatic transcription software.
Search and Analyze Unlimited Phone Calls
With iovox Insights’ automated transcripts and Conversational AI tool, you can search and analyze unlimited calls from your call log.
This automation allows you to identify keywords within transcripts from recorded calls and find crucial info, like:
- Which calls mentioned specific products?
- What keywords led to a sale?
- What are the key challenges that callers are talking about?
- Which calls involved unhappy customers?
With iovox Insights, you can live transcribe calls and quickly improve customer relations by reading through old customer conversations.
This recording feature can help your business to increase transparency and create study material for training purposes using a previous transcript.
You can use past customer interactions, data, and analytics to train new agents. These actionable insights will help trainees understand what is expected of them when meeting new customers.
Measure KPIs to Boost Customer Experience
With iovox Insights, you can record an inbound call to:
- Spot and track trends
- Predict outcomes based on criteria specific to your business
- Find upsell/cross-sell opportunities
- Make sure call center agents adhere to specific questions/scripts that boost revenue
You can also monitor every agent’s call performance to get more insights into the customer experience. Access your iovox dashboard to view these insights, including:
- Average daily calls
- Total talk time
- Call outcomes
- Your preferred keywords spotted in conversations
The more you expose the AI to increased volumes of customer interactions, the more ways you’ll find to train it in a way that benefits your business. This way, iovox Insights will continue evolving and help you improve your overall quality management and customer service.
Evaluate and Boost Overall Customer Experience
iovox Insights has multiple features that can help you skyrocket your agent performance and customer experience.
For example, you can screen transcribed call recordings, helping you check if the agent followed legal requirements and call scripts.
Further scanning of the transcripts can reveal non-compliance or instances when an agent went above and beyond the call of duty to help the customer.
You can also identify critical areas of improvement for all your agents, providing them with the necessary training and insurance sales techniques.
Note: iovox complies with all the current call recording rules and regulations and takes its obligations seriously. iovox is GDPR, HIPAA, and CCPA compliant.
Recording your business calls can have a widely positive impact on your organization in terms of keeping comprehensive records, employee training, and customer satisfaction.
That’s because recording both the content and context of voice calls can assist in identifying agent strengths and weaknesses, allowing for effective resource allocation to improve service quality.
If you’re seeking a robust recording software for your company, get on board with an efficient, conversational AI technology like iovox Insights.
Start using iovox Insights to automatically record calls within and analyze data you pull from a phone or conference call recording.
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