Many industries are faced with legal and regulatory compliance guidelines – HIPAA, HITECH, PCI, etc. – that require them to record their phone conversations, but businesses in every industry can benefit when they document their calls. Here’s how:
Better Customer Service – Via social networks, customers can rapidly spread the word of a bad service experience with your business. From a training perspective, call recording helps to pinpoint the root cause of performance issues so they can be corrected.
Timely Training – Employees who demonstrate unethical behavior or a disregard for your policies may slip under the radar until damage has already been done. Recordings provide a means of auditing employee activities to ensure they are conducting themselves ethically and professionally.
He said, She said – Misunderstandings arise between businesses and their customers. Call Recording can safeguard reputations and protect a business against unwarranted claims of wrongdoing. A documented record can help to mitigate or completely avoid costly legal action. Customer interactions can easily be retrieved and played back to resolve disputes.
Tracking Down Information for Customers – Call recording also enables improved collaboration. A voice documentation solution allows employees to share specific call segments, along with text-based notes. They can send out a request for help throughout the organization, and quickly deliver the right information to a customer.
Isolating Critical Aspects of a Conversation – Key elements of conversations can be tagged during recording. This “metadata” allows users to easily search and navigate to a desired call recording.
If you’re not exploiting what your phone system is hearing, contact the call documentation experts at Chesapeake for a solution that’s customized for your business: (800) 787-4848 or jnolte@CTSmd.us.