Good customer service means listening to your customers. But with hundreds of calls coming in constantly, how can you keep track of everything they said? Moreover, how can you make sure that your agents are listening and addressing the customers’ concerns? There’s only one way to keep track of all the calls, so let us introduce you to call recording software.
Call recording keeps track of the conversations your team has with every customer, creating a whole library of valuable data for future use. Along with cloud calling software, you’ll be able to extract actionable steps for your customer support team to increase quality assurance, improve their performance, monitor compliance, resolve disputes, and elevate your customer experience.
In this article, we’re going to explain what call recording software is and how to choose the right one for your organization. After all, you don’t want to overhaul your processes just to integrate new software or pay a lot of money for features you’re never going to use.
What Is Call Recording Software?
Generally, call recording software is a computer program that automatically records incoming and outgoing telephone calls. At a call center, it refers to recording past conversations between customers and agents for sales and marketing purposes such as:
Developing marketing campaigns
Streamlining customer service
Polishing customer experience
Moreover, using call recording software in tandem with cloud calling software enables you to integrate other tools to maximize the value of your call recordings. For example, you won’t have to scan through all the calls yourself—you can have AI and smart machines transcribe the data for positive and negative insights that you can immediately act upon.
Additionally, cloud calling software can also record Voice Over Internet Protocol (VoIP) phone calls. This means a cloud calling software can handle your omnichannel customer experience, where you allow customers to contact your team from the communication platform of their choice.
Six Benefits of Using Call Recording Software
So now that you have all these call recordings on hand, what do you do with them? What does gaining this level of customer insight do for improving customer experience?
There are six key benefits in using a call recorder that result in a better customer experience:
Let’s look at each of these factors in detail. We’ll start by focusing on how your customer support team can leverage on-call recording to serve customers better.
1. Deeper Customer Understanding
Find out what’s inside your customer’s heads by listening to what they have to say. By using a call recorder, you can playback and unearth valuable information that enables customer support to improve according to the customer’s preferences and needs.
Call recordings give you a wealth of information, such as:
The concerns and objections your customers have toward your product or service
The likes and dislikes of your customer, which shows their preferences and needs
The reasoning and explanations that bring out a positive response from your customer
The reasons behind their actions (e.g., abandoned carts, cancelation of subscription, etc.)
The words used and emotions shown by your customer when explaining specific issues
By listening and analyzing your customers’ responses, you’ll have a better grasp of who they are, what they need, and why they need it. This deeper understanding makes it easier for your sales and support team to analyze the root of their concerns, adjust their servicing techniques, and improve their performance in future calls.
2. Improved Customer Support Team
As your customer support team grows in customer knowledge, you’ll need to continuously train and develop them.
You can’t sit with each of your agents and listen to all their customer calls. But you can listen to recordings at your own time and gain the context needed for effective coaching. Doing so helps you give actionable feedback and coaching based on real-life scenarios—not assumptions.
Call recording software enables you to do the following:
Give personal coaching tips based on failed and successful conversations
Hold relevant training based on conversation methods that actually work
Ensure quality assurance for each customer support call that comes in
Additionally, the software can also provide the following features to improve customer support:
Call whispering to coach agents in real-time for immediate advice
Live call monitoring to boost call quality assurance
Call center analytics that keeps track of wait times, missed call rate, call volume, and more
These features enhance the professional and personal development of your support agents.
3. Increased Conversation Transparency
Conversation transparency refers to the support agent’s visibility when handling callers. Customers don’t want to repeat their situation with every department transfer. Instead, they want to feel like the company they’re interacting with is one—where there is a seamless transition from one agent to another during their call.
With a cloud-based call center that records all interactions with a caller, agents don’t have to remember customer details to serve them well. Instead, agents can rely on features such as:
Library of call recordings for agents to playback and review individual customer details
Shared call inbox that archives all assignments and tracks the calls that need a follow-up
Warm transfers where agents can speak with each other before joining a live call
Call recordings on a cloud-based call center enable your support team to deliver a non-repetitive, hassle-free customer experience for each customer—no matter how big your customer base is.
4. Guaranteed Regulatory Compliance
The line “This call may be monitored or recorded for quality and training purposes” is one of the many ways your call recordings can stay compliant with the regulations. Especially in the financial sector like banks and insurance companies, where the government and private entities require call recording.
Nevertheless, each industry needs to be aware of call recording laws and regulations. With customer data privacy being a growing concern and state and international laws constantly changing, an automated system needs to be in place to help you stay compliant beyond the basic “call’s being recorded” line.
The rules below may not be applicable to every industry, but they give you a glimpse of the regulations surrounding customer information, privacy, and data. The government has empowered the U.S. Federal Trade Commission to enforce federal privacy and data protection of consumers with rules such as the following:
Payment Card Industry (PCI) Compliance: where credit card companies need to keep transactions secure
Health Insurance Portability and Accountability Act (HIPAA): where medical records and other health information needs to be protected
Telecommunications Consumer Protection Act (TCPA): where certain telemarketing practices need to be regulated
With call recording software, however, you can integrate regulatory compliance management into your company’s workflow and stay away from fines and prosecutions due to noncompliance. Call recording software allows you to focus on providing more meaningful and personalized customer support—and a higher-quality customer experience.
5. Clearer Understanding of Product Issues
Having all calls recorded in a central system also keeps you informed of any system bugs or product issues customers frequently complain about. This information is crucial, especially when you want to launch new products, develop innovations, or make changes to improve your customer journey:
In the same way, you can also identify the suggestions and compliments often given by your customers. You’ll then have data-backed information on the products and services you offer. From there, you’ll be able to see where they are doing well, where they aren’t, and where else they can improve.
6. Complete Customer Data
Lastly, call recording software enables you to capture complete customer data. Beyond the common KPIs such as turnover rate, customer activities, customer satisfaction, and the number of new customers, using a call recorder gives you access to in-depth, qualitative data that you otherwise would’ve missed.
Call recording software allows you to analyze the behavior of your callers and how your support team can adjust to meet their expectations. For example, they can show you the following:
Optimal call length when the customer expects to have their problem solved
Abandon rates that indicate the customer’s maximum waiting time before dropping the call
Peak hour traffic that shows which day and at what time customers experience problems
Knowing these data points helps your customer support team make insight-based adjustments. It also improves your overall customer experience.
Call Recording Softwares for Optimum Customer Experience
Good customer support begins by listening to your customers. Listening to your customers means keeping track of calls and extracting insights that can improve the customer experience. You can achieve this with a call recording software in place—allowing you to store, access, and manage all your call recordings in a way that makes sense.
That’s why the best support teams use call recording software. With one in place, you’ll never miss anything important in customer calls ever again.
Need more help? Our team in Aircall is excited for you to try our cloud-based call center software, uniquely designed for customer-centric organizations.
Our call recording feature automatically kicks in as soon as your agent picks up the phone. We’ll record the call at high quality and accuracy, immediately saving them into unlimited history storage. You can access the recordings at any time to monitor your support team’s performance and trends.
Fully understand where your team stands and what your team can achieve. With a cloud-based call center and call recording software like Aircall, your customer support team can be one of the best in the industry too.
Published on February 23, 2023.