For businesses to assess and improve the customer service experience for the customers, it is essential to monitor the live calls/customer conversations. Right now, many employees are working from home, which means that VoIP phone calls have replaced face-to-face interactions. But, most companies lack the resources required to monitor and evaluate every ongoing conversation between a customer and an agent/employee.
One business call management tool that can be viewed as simply a legal requirement for some industries is VoIP call recording. The call recording software records every telephone conversation made over Voice over Internet Protocol (VoIP) or Public Switched Telephone Network (PSTN). Also, the software stores the recorded telephone conversations in a digital audio file format in the cloud.
Having a call recording solution allows your company to unlock the full potential of each and every customer, client, colleague or supplier communication. With VoIP call recording, you can quickly capture, archive, organize, playback and share voice conversations, enabling you to gain valuable insight into every important interaction. In this post, we will be taking a look at what VoIP call recording is, how it works, how much it costs, and why your business should start using it.
What Is VoIP Call Recording?
VoIP Call recording is a process of capturing an audio conversion, and then encrypting and storing the data. While traditional call recording works with a traditional phone line, VoIP call recording works in every situation. This software can be an on-premise or Cloud based solution. Our Cloud based call recording system offers more flexibility and scalability, with an easy-to-use user interface and call analytics dashboard.
Spoken details are available to recall with the click of a button. Which allows businesses to resolve any disputes raised by customers, or to train and improve the customer service being provided by the team.
It can be challenging to record your business telephone calls without the right tools. Our dialer telephone system allows you to effortlessly switch on secure and reliable call recording functions.
How Does VoIP Call Recording Work?
A call recording solution works similarly to any recording device you may be familiar with—only a lot more sophisticated. It’s a business application that has been proven to be an invaluable tool for not only enhancing the customer experience, but for improving overall business efficiency. Unlike traditional call recording, recording VoIP calls usually doesn’t require any special conditions.
VoIP call recording or hosted PBX call recording is a fully optimized tool that makes use of recording software to provide valuable information through which you may review and analyze at your convenience. Most of the time, to record a VoIP call, all you need to do is click a button or turn on a certain setting. Users can access the call recording software through their seamless dashboard at any time. In general, you can enable VoIP call recording for all or some of your employees.
When call recording is activated for a chosen line, all inbound and outbound calls to from that extension are securely captured and converted into voice data files. From there, the application can automatically or manually categorize and archive the data into a number of different file formats which can be played back instantly or at a later date.
Additionally, you can set preferences to automatically start recording calls, or do it manually only when it is required. Depending on your phone system and service provider, calls can be recorded entirely in the cloud or on-premises through the use of VoIP call recording software. Once the VoIP call has been recorded, you can usually save it as an audio file, and play it back later just like any other audio file. You can have full control over your business’ call data through the simple performance dashboard.
Benefits of VoIP Call Recording
Business phone recording holds many benefits for its users. With the passing of new laws and regulations, VoIP call recording is actually becoming a necessity for many businesses. But even companies outside those tightly regulated worlds are quickly discovering the increased benefits these features provide. While most companies value specific benefits, we’ve outlined a few general ones here.
Improve Employee Performance
With our performance dashboard, you will have the ability to monitor all of your employees’ efficiency. You will have the ability to view AI-driven insights and analytics. Allowing you to better understand the positives and negatives of each employee’s performance. This will help you to improve your overall customer experience.
The smart AI tool in VoIP Call Recording can monitor voice and telephone manners, including phrases, voice pace, volume, pitch and tonality. You will have a full report on your agent’s interactions.
Easy To Use
Simple to set up, even simpler to use. VoIP call recording automatically records and stores voice data, according to your settings in automated calling software. Once call recording is set in place, all you need to do is utilize the recordings it gives you.
Convert Leads into Customers
For sales reps, it is necessary to collect valuable customer details in order to close sales deals. By listening to the recorded customer calls, agents and managers can figure out what exactly the customers are asking for.
Also, they can gain the information insights required to follow up with customers and close sales deals.
Help Agents Learn
As with any business dealing with customers, there may be times when your agents don’t handle a customer query in the way you would like them to.
Whether this is due to a difficult customer, or a bad day for the agent, even negative calls can be a learning curve. A VoIP call recording can help you explain to the agent where they went wrong and how they could improve the call next time, as they may not realize how they went wrong without hearing the conversation again.
Also, you can use this recording in your call center dialer when training new recruits, so they know what types of customer and query to expect and can be better prepared when the call comes through.
Never Miss Crucial Information.
While interacting with a customer, employees need to capture a variety of crucial information. But it is not feasible for the employees to record details without listening actively and attentively. Also, it isn’t very easy for the agents to manually keep track of customer information while interacting with the customer.
The VoIP call recording software enables agents to focus on personalizing and improving customer experience by eliminating the need to take notes or capture information manually.
Improved Customer Service
Any flaws within your customer service will become known, as you will have the ability to replay each of your business telephone calls. Improve customer experience with the ability to instantaneously review your customer calls and seize the opportunity to teach employees how to improve customer experience. A happy customer means a happy business owner.
Improve Quality of Products and Services
For businesses to meet customer expectations in the long run, it is essential to provide customized service continuously. While reviewing recorded calls, the marketing and product managers must focus on what customers like and dislike about a product or service. The insights gained by analyzing real-time customer feedback will help managers to decide how to meet customer expectations by improving the product or service.
Dispute Resolution
VoIP Call recordings can be very helpful in these situations in the rare case that the issue leads to a legal dispute. As you will have an audio file as evidence to protect your business.
You will learn the most common issues that frustrate your customers — whatever area of your business that may be — which will allow you to improve these problems. Therefore resulting in happier customers. Quickly and efficiently access recordings to resolve customer disputes. Things happen – stay a step ahead with the ability to quickly revisit any issue and promptly resolve it. This simple and effective solution will increase your levels of customer service as any doubt is removed and you are able to deal with customer queries quickly and provide a resolution before there is any bad feeling.
Training Purposes
New recruits to your business will be trying hard to get to grips with all your company policies and procedures. Anything which can help make this a little easier in call center campaigns for them will smooth the on-boarding process and give your new recruits a better insight into the workings of your company. In training sessions for both new and existing employees, your team will be able to listen to the best, and worst, conversations.
New employees can listen to any calls which have come into your company, whether good or bad, to get a feel for what they should expect when they’re live on the phones. Using real-life scenarios is the best preparation possible, as each call is related to your business products and services. They can also listen to different types of enquiries and see how your experienced staff handle these queries, then can model their own responses based on what they’ve learned.
Increase Conversion Rate
While planning outbound calling campaigns, managers can create a customer persona by using the previously recorded calls. The personas help telemarketing professionals and outbound agents to boost sales by understanding the needs, interests, buying behaviors, and pain points of the targeted customers. The managers can further use the customer personas as a tool to make data-driven and object-oriented outbound calls, along with customizing outbound call campaigns.
Keep Data Safe
A business can record every call ethically and legally by informing the customers on a prior basis. The cloud telephony solutions notify customers that their call is being recorded by playing a voice message. Mitigate regulatory fines and keep information safe.
The Payment Card Industry Data Security Standard (PCI-DSS), the Sarbanes-Oxley Act (SOX), the Financial Services Authority, the Fair Debt Collection Practices Act (FDCPA), the Health Insurance Portability and Accountability Act (HIPAA) and the Do-Not-Call Implementation Act & Telemarketing Sales Rule are just a few of the compliance regulations you may be dealing with.
Stay covered with VoIP call recording software that complies with these standards and regulations. At the same time, the recorded calls help businesses to avoid paying hefty penalty fines by adhering to a variety of regulatory guidelines. In addition to avoiding expensive lawsuits, the call recording solution safeguards their reputation and credibility.
Which VoIP Call Recording Software Should You Choose?
Our systems are capable of storing up to 148,000 hours directly on the server, allowing you to access recordings from a few years back instantly.
While most of the solutions have similar features, we believe that what we provide from the DialerKing Technology team is the one that stands out from the rest. We claim that our VoIP Call Recording solution fairly deserves the top spot when it comes to VoIP call recording because of one specific benefit. Our users don’t need any additional software or integrations, call recording is a basic built-in feature already included—you don’t need to pay any extra, which isn’t the case with the rest of the popular business phone systems.
Conclusion
Using a VoIP call recording application can improve any company from the top down to the bottom line. Any organization that operates in phone-based transactions or simply communicates with customers on a regular basis can only stand to benefit from an increased insight into its everyday interactions and operations. Our team of telecom specialists will help you find the best communication and call management system for your business needs.
VoIP call recording is an indispensable tool in contact centers for savvy, future-oriented business owners who want to enhance their level of service. An increase in service levels means an improvement in reputation—the key to continued success. We, at DialerKing Technology, provide a range of excellent products and services including hosted phone systems, Internet connectivity, business mobiles, engineering services and line rentals.
DialerKing’s VoIP Call Recording allows you to seamlessly record and monitor phone calls, offered on a full range of scalable, networkable and reliable recording platforms. We are helping businesses to increase their team productivity and efficiency, freeing up more time for businesses to provide the best service possible for their customers. This solution can be deployed on premise, in a private cloud or in the public cloud. Connect with our experts today, get a free demo and understand yourself.