09 January 2015

What Is Call Recording & How Does It Work?

Imagine this: You’re about to walk into a room when you hear two people having a really juicy conversation about you. Whether what they’re saying is really good or really bad, you’re at least interested in what they have to say, because now you know what’s really going on and what they’re really thinking. As a fly on the wall, you’re privy to insight you can’t get just any old time.

Now, imagine being in this same situation when it comes to your business—as a fly on the wall who can hear what was really going on between your customers and your employees, whether it’s to schedule a service call, purchase something, seek help, or simply to ask a question. What would you give to know what was actually happening? With call recording, you’re a permanent fly on the wall, so to speak, in each conversation your employees have with your customers.

What is call recording?

Starting with the very first word a potential customer says, call recording provides just what it sounds like—a recording that gives you a clear, accurate account of the customer conversation. Call recording can tell you…

Why your customers are calling.

As a companion to call tracking, call recording can give you qualitative data—the conversations, intonation, and nuance—that data alone simply can’t provide. By listening to calls, you can find out if there was anything that led your customer to pick up the phone that you didn’t anticipate or know about.

What your customer service representatives are doing well and how they can improve.

Call recording is an unbiased, fact-based look at what your sales or customer service teams (or any other employees) say to current and potential customers. With call recording, you’ll know exactly what steps led to a lead becoming a customer, or what caused that lead to hang up the phone. With that information you can train or call back, allowing you to capitalize on every opportunity you get to improve your booking rate.

Training customer service representatives is also easier and more effective when there are recordings of specific customer calls to reference. You can see exactly how your sales are being lost, and then provide training to your employees to correct the problem.

Having an archived recording of each call to your business also provides a legal advantage to protect yourself and your company from potential liabilities. By recording your calls, you’ll be able to have proof of any agreements or contracts, as well as evidence in the event that you need to prove a sale or find out what was really said by a caller or an employee.

Exactly what was said, so you can improve customer service without sacrificing compliance.

Similarly, call recording paired with Callcap’s #Protect and Protect+ gives you the tools you need to help keep your customers’ information protected. With #Protect, our manual recording pausing system can eliminate breaches and software vulnerabilities by ensuring authentication data is not captured. With Protect+, voice analysis automatically reviews your recordings, directly looking for numbers that match the pattern of credit card information. It then erases that part of the recording, all without human interaction.

With call recording paired with Protect+, you can redact the sensitive data and ensure your historical archives are accurate without breaching compliance standards. You can avoid risking financial penalties and an erosion of your customers’ confidence and still keep your calls in their entirety.

How does call recording work?

Call recording is automatic with Callcap, which means you don’t have to worry about pressing a record button—in fact, you don’t have to press any buttons or manage or store any files yourself—all of your complete recordings are completely hosted, which simply means we keep the MP3 files in the cloud. You can securely access call information and recordings anytime and anywhere from your computer, iPhone, iPad or tablet, Android phone or any web-enabled smart phone.

Call recording can change the way your business treats customers, which is the key to improving sales and, ultimately, your business’ bottom line. Let’s get started today. Give us a call or have us contact you to find out how simple it is, and how much your business could gain.