Choosing Call Recording Software: How to Pick the Best Technology for Your Team

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Choosing call recording software is difficult, to say the least. There are tons of options available that vary greatly in cost, features, ease of use, and more. You’ll also have to decide if you need the most expensive one with all sorts of bells and whistles or if you can settle for an affordable one that’s more suited for basic call recordings.

Whichever one you choose, it’s important to prioritize call recording software that helps you to improve the customer experience. We’ve listed them below to guide you in the selection process.

6 Elements to Look for When Choosing Call Recording Software

Scalability

Your software needs to be able to handle your organization’s current size and future expansions. Not only will your customer service team use the software, but other departments will also use it to record internal calls. Call recording frequency and storage will add up quicker than you expect—so prepare to scale.

Intuitive Interface

Look for software that requires a minimal learning curve. Ideally, you want to have one that can be used without special training for your employees. Anybody should be able to use, navigate, and make changes to the software without the risk of altering anything important. One way to test the user-friendliness of software is to ask for a demo before purchasing. This gives you ample opportunity to test the interface and functionality.

Call Tagging

With the hundreds of calls coming in at a constant flow, you need to have a way to sort and organize the calls—often through call tagging. Tagging allows you to single out calls requiring urgent responses and attach important information about a particular recording. Once tagged, you’d want the status of the calls to show up in your dashboard of sorts.

Dashboards

Your call recording software should have a holistic dashboard for accessing, viewing, and analyzing all the call recordings in your organization. Some of the factors you should see are the different channels (e.g., voicemails and SMS messages), the caller’s number, and the date and time of the call.

Robust Search Capabilities

Choose software that makes it easy for you to find certain call recordings and details. They should provide search results by categories such as tagged calls, support agent name, caller ID, number dialed, or station number. More than saving time, a capable search feature helps supervisors review recorded calls and give feedback.

Security and Encryption Practices

As with any sensitive information, security needs to be a priority in choosing your call recording software. Customers will be sharing personal details such as their credit card number, medical information, and more. Ensure that your software meets the security and encryption standards of your business.

Choosing Call Recording Softwares for Optimum Customer Experience

Good customer support begins by listening to your customers. Listening to your customers means keeping track of all the calls and extracting the key insights that can improve 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, whether by individuals or teams.

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 August 11, 2021.