Should You Be Recording Calls Made to Your Business?

Should You Be Recording Calls Made to Your Business

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Modern business runs on data. The thing about data is that it comes from an unfathomable number of sources. Take your phone. Whether your company utilizes an answering service or not, the phone calls made to your business generate data. Should you be preserving that data by recording it?

Recording calls is tricky business. Companies need to be careful about how they record and what they do with the recordings after the fact. Moreover, some states have stricter laws about recording than others. For example, your state might require you to inform callers that you are recording prior to a conversation beginning. It is probably a good idea to do so even if it’s not required.

Below are some of the reasons companies record their calls. Call recording is doable whether you field your calls in-house, use a live answering service, or rely on an automated answering solution.

1. Identifying Areas of Need

One of the most important reasons for recording calls, especially in medical settings and other critical environments, is to identify areas of need. Every organization can improve. Indeed, every organization should improve. Recording calls provides critical data demonstrating where improvements can be made.

Maybe your organization needs to work on the customer service process. Perhaps the people who answer your calls aren’t as knowledgeable as they should be. Recording calls will help you identify these types of things.

2. Measuring Employee Performance

Your company undoubtedly has certain standards employees are expected to maintain. Where phone calls are concerned, you obviously want your employees to be polite, professional, and able to do as much as possible to assist customers. How will you know whether they are meeting standards if you don’t know what happens during those phone calls?

3. Resolving Customer Disputes

There are some industries in which the phone is an unusually common source of disputes. Medical billing immediately comes to mind. Property management is another one. At any rate, disputes that boil over during phone conversations can ultimately come down to the customer’s word against the employees. Who do you believe?

Recording business calls immediately ends any dispute about what was said during a phone conversation. The recordings speak for themselves. As an added bonus, employees who know they are being recorded are more likely to not allow disputes to get out of hand.

4. Recording for Training Purposes

We normally think of recording calls in terms of inbound phone traffic. That is why call recording is often discussed in the context of a live answering service. But there are companies that choose to record outbound calls as well. They do so for training purposes.

A typical scenario would involve a company whose sales are based largely on cold calls. Sales reps use the phone to contact potential customers in hopes of generating new leads or getting in-person appointments. By recording and analyzing calls, future sales associates can be trained in how to use the phone to their advantage.

5. Recording for Marketing Purposes

With a customer’s permission, it is sometimes possible to use a recorded phone conversation for promotional purposes. A customer calling to heap praise on your team would likely give you a lot of positive stuff to work with. On the other hand, those types of phone calls are easily forgotten when they are not recorded.

We have given you five reasons companies choose to record their phone calls. There are just as many reasons for not doing so. Ultimately, every company needs to decide for itself whether or not phone call recording is a good idea.

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