Recording Phone Calls – It Pays Off 

Recording phone calls is one of those functionalities that are definitely worth implementing in a company. Internet telephony VoIP allows you to easily record and archive every conversation with a customer. This material can be used to improve not only the Customer Service Department but also other departments within the company. 

Unfortunately, customers often associate phone call recording negatively. They perceive it as an annoying necessity or even a form of surveillance. However, when used correctly, recordings can protect the interests of the company and the customer. 

Here are the three main benefits of recording phone calls from both the company’s and the customer’s perspective. 

1. Enhanced Security of Conversations

Recording phone calls primarily increases communication security in compliance with GDPR requirements. If a company presents contract terms over the phone, obtaining consent for data processing and recording it is crucial. It ensures both parties that all procedures are carried out according to regulations and that customer data is properly protected. 

Recording the conversation protects both the consultant and the customer, especially in case of disputes. If there are customer concerns, you can always refer to the conversation to resolve the issue. 

Most often, it turns out that the customer did not remember or misunderstood certain information, which can then be clarified. Sometimes, however, it is the consultant who lacked competence. Resolving such situations would not be possible without the recording. 

At EasyCall, recorded call files are stored in the cloud, providing customers with the assurance that their data is safe. Hosting in the cloud also allows easy access to the conversations at any time. 

2. Better Quality Customer Service

Recording phone calls also helps maintain a high level of customer service. 

Recorded conversations can be used to develop effective scripts and action scenarios for consultants in specific situations. By listening to the recordings, you can identify which parts of the conversation need improvement, where it loses fluidity and which messages are particularly effective. 

Recordings also serve as excellent training material for consultants. By analyzing real dialogues, consultants can easily identify common mistakes in communication and avoid them in their own work. Authentic conversation recordings are much more impactful than fictional dialogues or role-play scenarios. 

3. Improved Marketing and Higher Sales

Marketing and sales departments also find recorded phone calls extremely valuable. Conversations with customers are a rich source of information about their behaviors, thought processes and priorities. This knowledge helps design effective sales communication. 

What service or product is particularly popular? What questions do customers have about the offer? What concerns do they express? Analyzing conversations helps answer these questions and better plan sales strategies. 

Customer conversations are also a source of ideas for fresh content marketing. Customer questions can be turned into topics for the company’s knowledge base on the website or blog posts. Simply analyze the recorded conversations for these insights. 

Make the Most of Recording Phone Calls 

Recording phone calls offers many benefits – it enhances data security, improves customer communication and boosts sales. Moreover, implementing call recording with VoIP telephony is straightforward and won’t burden your servers. 

If you want to see how call recording can work for your company, we are here for you. Contact us to discuss the EasyCall internet phone system.