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Techcess Technology Podcast episode 47: are you recording business phone calls coming into your office? (See show notes for lower bandwidth version)
Techcess Technology Podcast episode 47: are you recording business phone calls coming into your office? (See show notes for lower bandwidth version)
(Check out the transcript below to get the link to your free IT services buyer's guide that Mark mentions in the episode!)
Click this is you're hard of hearing and want to just download and read the episode as a PDF
In an area with restricted data? Click this for a smaller sized version of the episode.
First and foremost, recording calls can help to better your company's interactions with customers.
This is because businesses can go back and listen to past conversations in order to see what went well and what could be improved.
This is just one of the many benefits we outline in episode 47 of Techcess.
If you ever find yourself frustrated with your customer service interactions, record them and replay the recording for staff members.
You'll be able to recognise areas where improvement could occur while also giving employees a chance at self-reflection so they know what's best when it comes to time for them to again take care of clients!
The seven benefits of recording business phone calls coming in to your small or medium sized company which are explained by Mark are these:
You would have probably already seen the link to the PDF above.
Here's a very quick sneak preview of that transcript of episode 47
"The benefits of recording business phone calls coming in to your small or medium sized business are huge!"
"In today's episode of Techess, I'm going to be talking about the benefits of recording business phone calls coming in to your small or medium sized business.
I think it's probably fair to say that when it comes to thinking about technology that can really help your business, call recording isn't one of the things that probably springs to mind. Why would it be? I mean, normally call recording is something that you hear when you phone into a call center - you know "all calls will be monitored and used for training purposes", et cetera, et cetera. So how can call recording benefit the average small, medium sized business out there? Well, keep listening on because I'm going to cover a number of areas where call recording can actually help benefit your business.
It's probably not too difficult to guess that the importance of call recording is all about improving your customer service. Because most businesses today understand that regardless of what it is that you do, the importance of excellent customer service is paramount. Because after all, keeping your customers happy is what sets you apart from the competition. And one powerful tool for boosting your customer relationships is call recording. Especially when you combine this with call analytics. This helps you understand and improve the level of service that you provide and it also helps ensure regulatory compliance and protecting you from legal risks. So here's how call recording is going to benefit your business. I've got seven things to talk about..."
Scroll down to read the full transcript on the page or click the link above to get a printable version!
Want to get hold of the free buyers guide that Mark and the m3 Networks team have put together for you?
Click this link and you'll be taken to the download link where you can get your free copy!
https://m3networks.co.uk/buyersguide
Get more valuable technology insights from m3's blog pages, here.
Mark Riddell's technology podcast "Techcess" is an m3 Networks production. Mark and the team have created this podcast to help you and their clients understand how technology can help them in their industry and business, including helping them with cyber security solutions. To find out more about Mark Riddell and the rest of the m3 team, visit them here and follow them on Linkedin.
If you want to get in touch about technology or cyber security, just address an email directly at Mark here. He'll be very happy to hear from you.
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In today's episode of Techess, I'm going to be talking about the benefits of recording business phone calls coming in to your small or medium sized business.
I think it's probably fair to say that when it comes to thinking about technology that can really help your business, call recording isn't one of the things that probably springs to mind. Why would it be? I mean, normally call recording is something that you hear when you phone into a call center - you know "all calls will be monitored and used for training purposes", et cetera, et cetera. So how can call recording benefit the average small, medium sized business out there? Well, keep listening on because I'm going to cover a number of areas where call recording can actually help benefit your business.
It's probably not too difficult to guess that the importance of call recording is all about improving your customer service. Because most businesses today understand that regardless of what it is that you do, the importance of excellent customer service is paramount. Because after all, keeping your customers happy is what sets you apart from the competition. And one powerful tool for boosting your customer relationships is call recording. Especially when you combine this with call analytics. This helps you understand and improve the level of service that you provide and it also helps ensure regulatory compliance and protecting you from legal risks. So here's how call recording is going to benefit your business. I've got seven things to talk about.
So number one is you will develop better customer interactions because recording your calls and then playing them back to your staff and to your team can help improve the quality of customer care and raise the bar for excellence as this gives staff a viable opportunity for self-reflection and analysis. And sometimes listening to how you interact with customers can be a real eye opener.
Protecting you from liabilities
The next thing that call recording is going to help with in your business is protecting your business from liability risks. Because recordings help clarify who said what to who in disputes, resolving misunderstandings and reassuring both your staff and your customers. Playing back a recorded call allows your staff to review a conversation, compare what was said with their notes or how they see the call go, and then make all the necessary follow up actions. And knowing that a call is being recorded also shields your staff from verbal abuse.
Promoting best practices
The next thing that's going to help within your business is to promote best practices. Used well in staff training, call recordings from real customer interactions are great for illustrating call handling techniques and ways to enhance the customer dialogue. As part of quality monitoring, listening to your staff's customer conversations allows you to identify the high and low performers so you can make sure everyone gets encouragement, praise and support that they need. And this will increase your staff motivation and employee satisfaction.
Anticipating your customer’s needs
Number four on my list is anticipating customer needs. Call recordings can be a valuable tool for identifying changing customer needs and market trends. Armed with this insight, you can stay one step ahead of your customer's requirements and prepare your staff to have more relevant customer conversations. You'll be in a better position to offer your customers exactly the answers, the products and the solutions that they are looking for.
Delivery of the best possible customer journey
Now next up, we're going to talk about delivering the best customer journey. Now, when you integrate call recording with call analytics, recordings help demystify how your staff handle customer calls, from the average speed of answer to the average call duration to the use of certain key phrases. Now, when you analyze these metrics company wide per branch on an individual basis, this allows you to make strategic decisions on fine tuning your customer service. This insight can also help identify unhappy customers so you can take proactive steps to retain them.
Have you downloaded Your free IT services buyer’s guide yet? Read on to learn more!
Now, I've got two more things to talk about in this episode about how call recording can benefit your business. But first up, I just want to tell you a little bit about the IT Services Buyers Guide that we have. This is a free document on our website. You don't have to enter any information to get access to it. You just need to head over to m3networks.co.uk/buyersguide and you'll be able to click the link and get the download. And this is going to give you loads of information to help you understand the questions that you need to ask any potential IT partner in your business? Or indeed just go back and ask these questions to your existing IT company and then it can help find out whether you're being served correctly and whether there are any gaps in the IT support services that you are being offered. Now let's get back to the episode.
Optimising your customer service workflows
And so the next thing that call recording is going to help within your business is optimising the customer service workflows. Now, call recordings can be used to check that your processes and procedures are correctly scripted. Following the trail of conversations lets you find and fix any breakdowns in customer service before they affect other customers. For example, are your staff all answering the phone in the same way? Have you trained them in a certain way to answer the phone or to handle certain inquiries? What happens if a customer phones up that's not particularly happy and they're a little bit irate? How is your staff going to deal with that? And do certain members of staff handle those situations better than others. So you can make sure that any processes and procedures that you have in your business are being followed correctly.
Ensuring regulatory compliance
And the final thing to talk about with call recording is ensuring regulatory compliance. Now, this isn't the most exciting thing in the world, of course, but some businesses are legally required to record calls in order to comply with regulatory frameworks. And this could include conversations that may lead to deal changes or cancelation of orders, advisory conversations, and even some internal communications. Call recordings must be encrypted and stored in a manipulation safe manner. In addition, call recordings encourage employees to adhere to company policies.
Now, if you've been listening to the show for a little while, you may have heard my guest episode with Myles Leach from NFON, who are our hosted VoIP telephony partner here at m3 Networks. And as you'd expect from a modern hosted VoIP provider, they do have a call recording feature as part of the service. We actually use the same system here internally at m3 Networks to record our calls. And if this is something that you'd like to talk about implementing within your business, then please feel free to book a 15 minutes call with me and we can have a chat about your phone system. You can head over to m3networks.co.uk/meetemark and you'll be able to see my live calendar where you can book a 15 minutes call at a time that suits you, and then we can have a coffee and a chat. So that's all I have for you today. Have a great week.
Techcess is a podcast from m3 Networks
Transcript provided by Podknows Podcasting
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