Safeguarding Your Business… 5 Reasons to Record Your Phone Calls

Posted on Jun 22, 2022 in Jeff Nolte's Blog

Organizations in many industries are faced with legal, industry and service-level compliance guidelines that require them to record their phone conversations.

Recorded conversations help businesses support dispute resolution, litigation defense, and quality control in customer service and call center operations. 

Video: Mitel Call Recording Overview [2:35 min]

5 Ways Call Recording can help your organization stay on track…

1. Better customer service 

Social media and online feedback channels allow your customers to rapidly spread the word of an experience with your business, good or bad. The stakes can be high, and companies can find themselves exposed to negative financial consequences and blemishes against their reputation. From a training perspective, call recording helps to pinpoint the root cause of performance issues so they can be corrected.

2. Timely training 

Individual employee conduct can have a sweeping impact on the overall success of any size organization. An employee who demonstrates unethical behavior or a disregard for compliance policies may slip under the radar, their activities going unnoticed by management until extensive damage has already been done. Using voice recordings, organizations now have a means of auditing employee activity to ensure they are conducting themselves ethically and professionally.

3. He said, she said

Sometimes misunderstandings can 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. With a voice-documentation system in place, businesses have authentic recordings of customer interactions, which can easily be retrieved and played back to resolve disputes.

4. Tracking down information for customers

Call recording also enables improved collaboration. While first-call resolution is an important objective in most call center environments, additional follow-up is sometimes required to ensure that customers get accurate information. This often means obtaining input from subject matter experts outside the call center walls. A voice-documentation solution allows employees to share specific call segments, along with text-based notes. They can send out a request for help to colleagues throughout the organization.

5. Isolating critical aspects of a conversation

Software that works in conjunction with your phone system makes tracking down the important part of a call easy. Key elements of conversations are automatically tagged during recording. This “metadata” allows users to easily search and navigate to a desired call recording using a process called dynamic filtering.

Improve your business performance and meet regulatory compliance requirements with Mitel Call Recording solutions implemented by CTS. Contact us today at 800.787.4848 or jnolte@ctsmd.us.