6 mins read

An expensive solution in the past and requiring complicated hardware, call recording has since trickled down to become a feature offered in most of the cloud-based solutions.  The simplicity of cloud platforms allows businesses to gain access to robust features like call recording without the headache and cost that previously came along with it.

Call recording nowadays has become so common that it’s a must-have feature for just about any business. Call recording has also become standard and a must-have for any contact center, but even businesses that focus less on customer contacts can still find call recording very useful since it allows businesses to keep a log of all the calls.

To make it easier for businesses to understand if call recording would be a helpful addition, we thought of making a list of use cases and benefits the call recording feature can bring to the table.

Why should businesses have Call Recording?

Businesses need to be as agile as possible to meet the ever-changing demands of customers to provide smooth customer experience. Customer experience is a critical part of any business that interacts with clients like for instance if customers have bad experience, they will end up shopping with a competitor brand who is offering better customer experience.

At its simplest level, call recording can offer businesses a way to ensure legal regulatory compliance, ensure company-wide guideline compliance, and a way to monitor the customer experience in every single phone call business attends. But post fulfilling the needs of a contact center, call recording can also be utilized by any business in multiple ways.

Let’s take a look at a few possible ways to call recordings can help businesses:

1. Training and quality assurance

Call recording feature is nothing short of book for customer contact centers. Managers can listen to recorded phone calls and ensure that agents are meeting quality standards to deliver the best customer experience possible.

They can ensure that the interactions agents are having with customers meets that level of quality and satisfaction business is striving for. Call recordings allow managers to find specific examples of what to do, and what not to do from real life interactions and use it as a tool for training purpose.

Call recording can also help the managers understand which agents might need extra training and guidance, and get a glimpse into their performance as it happened.

1. Enhances product or service

With call recording, businesses can look back at previous interactions between agents and customers to form a better understanding of how to improve the product or service businesses now offer.

By listening to phone calls by customer support team, product development and marketing teams have the chance to gain insights on exactly what issues customers are facing, and what issues are bothering them from having a smooth user experience.

This allows teams to gain greater insights, and understand how, where the product or service needs improvement. Call recordings highlight the real problems customers are facing with real-time conversations as proof of it.

1. Ensure regulatory compliance

Many businesses, as well as contact centers, have to follow specific regulatory compliance laws. For example, in the medical field, business must follow compliance regulations to ensure consumer and patient information is protected.

Call recordings allow managers and administrators to look into the exact interactions that business is having with customers and patients and ensure that agents are following regulatory compliance laws as they need to be.

This will again help managers determine which agents require training, or when and how to implement new regulations and guidance for agents to ensure compliance.

1. Capture missed details and information

Even with modern CRM solutions that allow agents to log every single piece of information for every single interaction, it’s entirely possible that something could be well missed.

Agents may have still have to manually input information and take notes about each ticket for every single interaction. Human error is real, and it’s possible that an agent could forget to input the correct information, or may have even completely forgot something the customer told them.

Call recordings allow businesses to go back in time and listen to the interaction as they happened, offering an opportunity to find that missed information. This helps save time and ensure superior accuracy.

1. Resolve potential disputes

Call recording can actually be business’ strongest line of defense when it comes to any potential disputes between customers and clients. This litigation that can lead to a potential dispute could be absolutely crushing to a small business, and a headache to even larger businesses.

Call recordings can help prevent such disputes and prevent them from evolving into a lengthy and a costly legal battle. Call recordings of every single interaction will help businesses prevent disputes from turning into he-said/she-said battles since the interaction and conversation was recorded.

Managers can listen to the interaction to see what happened, and use that information to best resolve the dispute in an amicable way keeping in mind business-customer relationship.

1. Build customer personas

Similar to the idea of improving business’ products or services, call recordings can even help business, specifically a marketing team, better understand who the target customers are.

Call recordings also allow marketing teams to listen in on calls and interactions and build out a persona and demographic profile for different customers.

For example, if one age group is always calling in asking about a similar product or promotion, business can tailor future services and develop a marketing approach to cater to this demographic or alter the service to fit the customer needs better. Call recordings also offer marketing teams the ability to gain a vast amount of understanding from every day conversations and communications.

Why do all the businesses need call recording?

Call recording was previously limited to only the largest enterprise players that could pay for the feature and hardware required to not only record, but also manage and store recordings.

However, Cloud-based communication platforms like that of Kaleyra now make this possible for even the smallest businesses and call recording is even more imperative for small and midsize businesses than it could be if business is a large enterprise.

Any business whether they are interacting with customers must be on the lookout to improve their customer service and the overall customer experience. Call recording is also one of the best ways to get a large amount of insight into the customer’s journey, and how agents are performing.

How do businesses manage the storage of these Call recordings?

Call recordings on Kaleyra’s Voice platform is simple and in the form of audio files. These files do not take much storage space and can be downloaded on the need basis. This gives businesses the flexibility to download only those call recordings they feel are important, listen to them to improve operational efficiency and provide customer support. Kaleyra dashboards provide call recordings of up to 6 months and for recordings more than 6 months old, businesses can write to our support team and get them easily.

Start using Kaleyra’s Voice platform and be assured of never missing out on any conversation. Reach us at sales@kaleyra.com or 080-4027555. You can also sign up for a trial on our websitewww.kaleyra.com and schedule a live demo with our team.