Previously only affordable by the ‘big end of town’, VoIP call recording is becoming available for any business with a Cloud PBX.
Before the days of VoIP and the Cloud, call recording for small business – and the specialised hardware required – was prohibitively expensive. However, as more Australian businesses move their phones to the Cloud, a new world of functionality has opened.
Rather than for the statistical purpose of call logging, call recordings are made with the intention to store and refer to phone conversations. Thanks to VoIP’s call recording feature, every call over your business phones can be automatically recorded.
Recording calls helps to gain useful insights into your business, measure the effectiveness of customer service staff, train employees, and improve your sales process.
Here are the top six ways to use call recording in small business, and also the legalities.
1. Save time call shadowing staff
Listening to the calls of your customer service and sales staff provides valuable insight. This helps to identify who is doing an exceptional job, and who needs additional training.
However, call shadowing (listening to live calls) is time consuming and not always convenient for managers of a small business – and is often skipped. As a result, key opportunities to provide coaching and ensure high customer service standards are lost.
With call recording functionality, a manager can monitor calls at the time most convenient to them, stop playback if distractions arise, and rewind or skip parts of the call as needed.
2. Save time training new or temporary staff
Whether your staff use the phone to handle sales enquiries or provide customer service, the ability to record calls is invaluable as a training resource.
Recordings of great call examples (or the not so great) are useful for training new staff or developing the skills of less-experienced staff.
Showing is always better than telling. Sharing select call recordings with new staff helps to quickly bring them up to speed with handling frequently asked questions, common issues, or sales objections.
This is especially useful if you ever need to bring in a temporary staff member to quickly replace a key member of your team while they’re on holiday or sick leave.
3. Improve customer service and capture detailed notes
Active listening of customers on the phone is very important, and can be difficult if notes have to be taken at the same time.
Call recording allows staff to be fully engaged with customers over the phone, without interrupting service delivery by noting every detail during the call.
VoIP’s call recording function allows the replay of audio files to make sure no important details have been missed. This means notes can be taken from the recording – with no pressure and no rush.
4. Help prepare sales proposals
During the discussion process of a sales call, there isn’t always enough time to write down every critical detail.
Imagine how much easier it would be for your sales staff to refer to sections of their recorded call to capture exactly what the potential customer said. They can then tailor the proposal to match their requirements.
5. Capture customer praise and testimonials
Positive customer stories and testimonials are valuable to any business, as they provide ‘social proof’ to potential customers.
The most glowing feedback often occurs over the phone, when a happy customer is singing praises for your business for a job well done. These stories or testimonials are often quickly forgotten about though if they’re not in writing.
Call recording allows your staff to capture exactly what the customer said. With their permission, you may be able to use this content to create a customer success story or testimonial to use on your website or marketing campaigns.
6. Resolve disputes
It is inevitable in business that eventually, there will be a disagreement. A customer may state that they were promised an offer, or deny agreeing to one that was added to their account.
With call recording, should there ever be a dispute with your customers regarding who said what, you can retrieve the exact audio file and allow both sides to listen to it. Dispute resolved!
The law and call recording for business in Australia
“This call will be recorded for quality and coaching purposes.”
Call recording is legal in Australia as long as the caller is advised during the start of the call, or by a pre-recorded message before the call is connected. If they inform you that they do not wish the call to be recorded, the onus is on you to comply with their request.
Whether your business makes sales calls or provides customer service, call recording can be an invaluable tool. This tool provides an inexpensive way to improve customer service, train new staff, support the sales process, and avoid disputes with customers.
A Comsource VoIP (or Cloud) PBX phone system gives your small business the same professional phone features that were previously only available to large organisations for thousands of dollars.
If your business phone system isn’t connected to the Cloud, contact our friendly team today to find out how simple it is to upgrade your system, AND save money.