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The Down and Dirty Benefits of Call Recording and Reporting

Posted by Darren Walters on Sep 9, 2016 3:30:09 PM

ThinkstockPhotos-161143950.jpgIn today’s fast paced, competitive environment, business owners and operators don’t often consider how a call reporting or call recording solution might bring value to their organization.  Below is a down and dirty “hot” list of features and functionality that just might benefit your operation.

What is Call Reporting?

Call reporting, quite simply, is the ability to take the detailed call information from your telephone system and the telephone company, compile that information and run reports on criteria that you determine.

Benefits:

  • The ability to monitor time and effectiveness of staff on the phone through performance metrics.
  • Measure marketing campaigns by tracking call activity on a per campaign basis.
  • Get statistics on where your calls are coming from to make more effective advertising decisions.
  • Assign costs to call time for internal or external billing.
  • Notification of 911 calls and recording threats or harassing calls.
  • Managing and optimizing line capacity by monitoring usage.
  • Analyzing heavy call times to make informed staffing decisions.
  • Viewing call progressions to ensure that customers are not “bounced” around.

Most businesses really don’t have an accurate grasp of their own call volume, other than looking at their phone bill.  If just one feature can increase efficiencies or save man hours, it will more than pay for the cost of the solution in a short amount of time.  Actually, having the data available in report form will allow you to make intelligent operational decisions for your business.

What is Call Recording?

Call recording is pretty much what it sounds like.  Call recording can either be performed at the station (phone) level, or at the phone line level.  A call recording solution will tag and archive your calls for future playback.

Benefits:

  • Monitoring customer service quality through call playback and coaching.
  • Using call playback can assist in accuracy and enhance customer service.
  • Can assist organizations that have regulatory and code compliance standards.
  • Legal protection by recording transactions.
  • Dispute Resolution - Extracts from a call can be emailed to a client to confirm details.
  • Conference Calls - You can share recorded conference calls with staff who were unable to attend.

Call recording is a very valuable tool on many levels.  Having the ability to review a call can save time and reduce the need for callbacks.  Also, the ability to take a recorded call and email it to a colleague for review can drastically reduce miscommunications or misinterpretations.  Having archived calls can also provide indisputable evidence in a legal situation.  Whether your business is required to record calls, or if you think a call recording solution or a reporting solution would benefit you, our sales staff will be happy to work with you to find the right technology for your organization.

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Topics: Insider, Business Technology Watch