Tag: call recording

  • How Call Recording of Employees’ Cell Phones Can Boost your Business

    How Call Recording of Employees’ Cell Phones Can Boost your Business

    Businesses far and wide rely on data to grow; this is not news. However, the ways and means that data is collected, analyzed, and put into action are what really matters in our data-flooded marketplace. Company call recording of employees’ mobile and landline exchanges with customers is one of the best ways to use data and information that is already at your fingertips and just waiting to be leveraged for better business decisions and results. Calls, landline and cellular, also can be transcribed for efficient search and analysis.

    Since the 1960s, when the first answering machines hit the market, telephone call recordings have made life more efficient and productive with a means to save and access our voice communication at later times. Fast forward, and we’ve been using call recordings in call centers for decades, and now, our mobile devices can continue to give us instant access to a wealth of knowledge. In today’s business world, we often use cell phones for work and business communications, which means that landlines and cell phones are equally important in ensuring customer satisfaction and improving products and services. Company call recordings – landlines and cellular – are a win-win on both sides of the business transaction in the modern mobile business world. 

    Let’s jump in and explore some tactics for recording information by telephones and smartphones and their benefits for businesses. 

    Monitor and Utilize Company Call Recordings to Ensure Quality, Improve Customer Satisfaction, and Boost Employee Performance

    Improving customer satisfaction is paramount for any business. We want our loyal users, customers, or clients to feel heard, seen, and appreciated. With company call recordings, businesses can easily identify lost customer information, miscommunications, or missed details. Such errors are easy to overlook and can result in decreased revenues; recordings give us the means to re-access and reassess. Complaints can be addressed, disputes can be resolved, and when issues arise, you don’t have to take someone’s word for it; you can listen in real-time to all previous exchanges and find roper solutions. 

    Easily Resolve Disputes 

    When disputes occur, it’s easier for your business to protect employees’ and customers’ interests. Instead of relying on word-of-mouth, directly access your saved company call recordings and have the facts of every situation at your fingertips. For example, if an employee claims a customer was offensive or abusive, you can find the evidence and confirm or dispute the claim. Similarly, if a customer claims an employee promised them a discount, you’re able to verify with proof. 

    Track and Record Important Customer Data

    According to Forbes, 86% of buyers will pay more for a great customer experience. Tracking and recording customer data in your CRM can help you sort through the valuable information you need to improve customer experience. With CRM integration, you can analyze calls based on specific information, such as call duration, search for exact topics discussed, or listen to particular agents in order to identify areas of improvement and raise the quality of your employee’s call performance. 

    Upgrade Sales Scripts

    If well-thought-out and methodical game plans are your number one goal, business call recordings can help you adjust your sales scripts and call strategies to be more specific while being more effective for customers. Tweaking how employees greet customers or say farewell can significantly benefit the business, and additional phrases for upselling can quickly boost your bottom line. Listening to your call recordings in order to continually adjust these scripts is an invaluable asset and a gift that keeps on giving to your sales or customer service departments. 

    Use Company Cell Phone Call Recording for Employees to Revamp Training, Marketing, and More

    Training

    Say goodbye to inefficient training methods. A cell phone recording system for businesses and companies can give you the right tools for training new team members thoroughly and efficiently. Recordings give you real-life examples to demonstrate, such as practices to avoid, how to handle customer complaints, how veteran employees effectively upsell, and much more. 

    Upper-Level Management 

    Get the best out of your call recordings by having managers and agents listen in on calls together. Go over the positives and negatives that occur during customer phone calls and find areas of improvement together. This tactic can help the entire team find solutions to common problems and can help each individual team member be more effective and efficient in their position. 

    Compliance

    Comply with legal issues by having full access to past calls. If your company is tied up in a lawsuit or other legal matter, a call recording system integrated with your CRM can log calls for extended periods of time and can help your company prove compliance with the law by offering recordings as evidence. Playing the he-said-she-said game is often ineffective, and it’s better to be safe than sorry when protecting businesses and employees.

    Marketing Departments

    Customer satisfaction is just the beginning of successfully leveraging company landline and mobile call recordings. Marketing departments can further explore some tactics for recording information received by telephone. For example, phone recordings can provide valuable insight into evaluating the progress of new product or service launches and shedding light on areas that need improvement. Recordings can also bring marketers awareness of market trends and the ability to pinpoint and address pains and needs. 

    Leveraging data can be easier than it sounds. A landline and cell phone recording system for businesses that integrates mobile business calls to CRM, and can transcribe them (in real time) is the ultimate way to cut through the noise-filled data and help you identify exactly what your business and customers want and need. Improve customers’ satisfaction, boost sales, employ better marketing strategies, and protect your business with company call recording of mobiles and landlines for employees – while guarding and maintaining the privacy of mobile personal calls and other personal means of communications (SMS, Whatsapp).

    FAQs

    What is company call recording?

    Company call recording refers to saving the audio of cellular and landline phone calls among employees and between employees and customers so that they can be recovered and assessed for a variety of business needs.

    How are call recordings saved?

    A: Call recordings are saved to software such as CRM (Customer Relationship Management) tools, secured encrypted call logs and dedicated call recording platforms.

    How long can call recordings be saved for?

    Companies can store call recordings indefinitely.

    Is it possible to transcribe the call and add it into the CRM customer’s record?

    Yes, call transcription is available also in the CRM, so word search, analytics and reports can be deployed.

  • Are you really making the best-informed decisions? Or….. (Part 2 of 2)

    Are you really making the best-informed decisions? Or….. (Part 2 of 2)

    make informed decisions

    In our previous blog post, we mentioned that more and more business communications are taking place using cellphones over the cellular network and therefore remain unrecorded and undocumented by the organization’s systems.

    For this valuable business data to become a resource for your decision-making processes, a new type of solution is necessary that will give you access to all business-related call recordings, CRM, and other analytics and BI data. Only then will you be able to make fully informed business decisions about allocating resources, providing better CX, preventing customer churn, improving your competitive edge, and improving corporate performance.

    Let’s have a closer look at the features and capabilities a solution should have to provide in order for businesses to get a truly 360˚ view. To state the obvious, we are talking here about a near real-time solution that allows the recording and documenting of all business-related mobile calls into the organization’s systems regardless if your employees are using their own (BYOD) or a company cellphone. Needless to say, the tricky part is separating private from business calls for practical reasons (having one’s mother-in-law over for dinner is not exactly relevant BI) and, more importantly, for complying with the various privacy laws.

    Let’s have a look at how the Mobile2CRM solution works.

    Once your company has subscribed to the Mobile2CRM solution, each employee will be assigned a mobile business profile. The employees then download the mobile app to their cellphones from either the Google Play Store or the Apple AppStore. Alternatively, your company can allow employees to download the app via its own MDM system.

    After employees install the app on their mobile devices, they can start using their new (and real) business mobile number while keeping all the functionality that they are used to and love. From that moment on, all incoming and outgoing business calls and SMS messages via the assigned mobile number will be recorded and documented in your company’s CRM and call recording systems. If employees use IM services such as WhatsApp for business purposes, the solution can add an IM business profile for that IM service. Needless to say, only business-related messages and calls will be recorded. It is important to note that the recording is effective and dependable since it uses native cellular networks, as opposed to VoIP services that are known to have issues (e.g., dropped calls, VOIP coverage, audio quality, etc.).

    The Mobile2CRM solution logs metadata as well as the content of calls and text messages, dates, times, duration, and content of each call is recorded as well as the calling/called numbers, and also if the call was answered or not. No more valuable business info flying under the radar; it’s documented in the CRM.

    Let’s recap – with a solution as described above, you will have all the recorded calls and documented data you need for your decision-making when accessing your company’s CRM  and other (e.g., Analytics, BI) systems. Yes, it really is as simple as that…

  • How to listen to the silent voice of your customers

    How to listen to the silent voice of your customers

    Mobile Call Recording for Call Centers

    Did you know that the majority of business calls between your organization and the outside world are now mobile-based? Just think about your employees in the field (your “road warriors”), who spend a lot of time on the road, at airports, in hotels, etc. Recent estimates are that they spend up to 60% of their workday on their cellphones talking to customers.

     

    In itself, using cellphones to interact with customers is great for CX, is highly efficient, and gives your employees the flexibility they need to do their job. That’s the good news. The bad news? These conversations are not recorded and entered in your CRM, which means that you have a huge information gap in your organization. While customer communications via email, chat, and office landlines are recorded without any problems, the mobile conversations of your field staff (technicians, sales reps, real estate brokers, etc.) remain off the radar.

     

    The answer to monitoring these “silent” conversations seems to be obvious, right? It’s called call recording.  That’s easier said than done though. For one, as your employees are working from home (WFH) or remotely, they use their mobile phones for both private and business communications, especially if you have a Bring Your Own Device (BYOD) policy in place. Moreover, native mobile (peer-to-peer) communications are hard to monitor, and many IOS and Android apps block call recording software on cell phones. Last but not least, privacy regulations also come into play. That’s why companies rarely capture the critical mobile customer communications of their field staff.

     

    So now what? Is there a way to record only the business calls that your employees make using cellphones without the need to provide them with a separate device?  A way that allows for those calls to be recorded and entered into your CRM for analysis and follow-up? And that fully complies with all privacy laws and regulations?

     

    Yes, there is such a way!  The first step is separating business calls from private calls. This is accomplished by adding a virtual business profile to each of your employee’s mobile phones. Next you need to have the proper software solution that is integrated with your call recording system and your CRM, and can differentiate between calls made using the private profile and those made using the business one. Last but not least, such a solution needs to have quite a few standard features such as out of office / working rules, call forwarding, multi-numbers etc.

     

    There actually is a solution that already does that.  It lets you listen to the silent voice of your customers, and record all your mobile business conversations, without invading privacy or breaching any privacy laws or regulations. Especially “in the new normal”, you can have the complete 360o customer view that you need.

     

    Click here to learn more about this innovative approach!