Uncovering the benefits of call recording on customer experience and agent performance


The Basics of Call Recording

Call Recording allows your business to record inbound and outbound calls according to the rules that you define. You designate which of your employees handling those calls will be recorded. All inbound calls from the outside world to the selected employees will automatically be recorded.  Calls initiated to the outside world from the selected employees will be recorded so long as those employees press 8 (instead of 9 to get out of the system).

To help you understand the details of each recorded call, Call Recording immediately presents and preserves call records that tell you who called, when he or she called, who answered and whether, when and where those calls were transferred. And, finally, you are given a powerful tool for evaluating how your employees handled each recorded call.

The Top 3 Benefits of Call Recording

  1. Better staff training and performance. The call recording feature enables managers to gain valuable insight on customer-agent interactions and determine weakness in communication that could be improved on. Through informed training, not only is agent performance tailored to individual competencies but also helps create better outcomes for future customer exchanges.
  2. Resolve disputes with hard evidence. In many cases, call recording can act as a verbal contract between customers and agents. Whenever a dispute occurs, the feature makes it easy to relive the conversation and offer concrete evidence to verify any claims. These authentic recordings simplify preserving company reputation and safeguards against unwarranted claims against services rendered.
  3. More clearly understand customer needs. The call recording feature acts as an invaluable tool to assess and understand what customer needs are. Agents and supervisors can quickly identify frequently asked questions, overlapping concerns, requirements, product complaints etc. From this information, companies can quickly adjust and adapt to customer needs more efficiently.

Prior to adopting call recording, follow these steps:

  • Decide which of your employees you would like to add the call recording feature to and write down their extension numbers.
  • Decide which of the business’s phone numbers will be eligible for recording and write them down
    • These are inbound numbers and also any outbound number selected for Caller ID by a user who has been selected to “record”.
  • Decide which time zone you would like to use from a call recording time stamp standpoint.  You can only choose one time zone.
  • Identify at least one employee to be a call recording admin and write down their extension number(s).

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