5 Benefits of Call Recording

Over the years and years of its evolution, telephone conferencing (or teleconferencing in short) has become the most preferred  tool of collaboration utilized by businesses globally in order to communicate and coordinate their activities.

From a humble internal meeting, to extensive training sessions, voice calls have proven to be a cheap and effective alternate to face to face interaction. This has been catalysed with the elongated work from home due to the COVID-19 pandemic. A call connecting a number of people to each other is carried out, usually facilitated by a tool that  answers many calls at once. The proceedings of said call can also be recorded if the tool provide this facility.

MultiCall is one such tool. Besides letting you call many as easily as calling one, it also allows an assortment of features at your fingertips for calls. This includes Call Monitoring , which allows you to record your calls. As a result, one stands to gain many benefits.

On that note, 5 benefits of call recording:

Enhance Employee performance

According to a model known as Dale’s Cone of Experience, people only remember ten percent of what they read, fifty percent of what they’ve seen and heard, and ninety percent of what they’ve done.

Providing employees with actual recordings of good and bad calling examples during training sessions will allow room to identify key factors that can make or mar a good group call. They can also simulate calls afterwards. In the process, recordings would help enhance employee performance, as they will be able to learn and provide high-quality customer service faster.

MultiCall’s call recording allows you to record group calls at your discretion. In this manner you can easily obtain any audio files if required for use in the future.

Retrace missed information and prevent misunderstandings

It’s another day at work. At a time like this, you are likely to face hundreds of phone calls on a  daily basis.  So it’s more than possible, that you or your employees don’t catch every single detail.  For companies that require their team members to manually take down information during the calls, there’s always the possibility that certain information will be forgotten or missed. This can be disastrous due to how it could lead to dissatisfied customers.

In the process, your business reputation could be harmed. Recorded group calls serve as a reference guide for anytime later in the event of any clarifications or details that might require attention. In this manner, all parties involved have minimized communication barriers, and possess a clear understanding of the situation being discussed.

Understand Preferences

Minutes of meetings held with the help of teleconferencing can be prepared with the help of the recording. Group call participants can use these recordings as their evidence for cases such as verbal agreements.

They also can use recordings to refer to instructions given. This is important, specially from the standpoint of positions such as creative professionals, who need to keep track of details or issues that might require extra attention. Missing out such details also can lead to losses of potential income. What if you had been receiving multiple calls for a product demand that wasn’t currently in your offering?

Improve Customer Service & Networking

One of the most important reasons necessitating the recording of calls, no matter its significance, is to guarantee high-quality customer service. Reviewing such calls, managers can understand how their teams have been dealing with client. This is pertinent considering contexts such as following company protocol, and pointing out any aspects that can be improved on.

Without the call recordings, managers would otherwise have to listen to each call in real time, which not only is tedious and time-consuming, but impractical as well. Recording the calls will allow managers and employees alike to save time. Employees will also be incentivized to perform the best they can, every time they initiate a group call.

Allow employee training

For training new employees over and over, call recordings of prior training sessions suffice. This allows  reduction of training costs, with minimal additions or modifications required to keep up to date.

Setting new sales employees toward training for such conference calls would be facilitated with access to such recordings. Of course, in standard procedure like with customer care calls, clients need to be made aware of the recording and its reason. The training is also assisted in the following manners:

First, recording the calls allows catching mistakes previously made. In matters like a sales pitch, it would be difficult to know what went wrong without any material to go over. Going merely by memory may not be reliable enough. Recording will allow analysis word-for-word. But much as it’s critical to mistakes, recording calls catches opportunities too. Like a game of cards where a player has a “tell”, the clients have a tell, too.

Consider this scenario; a client may regularly confer or check with another partner in the call before responding. It’s a probable inference that the decision-making would be run by said partner; making him the choice for sending follow up communications. It also would help in getting to know the work culture of a company participating in said conference call; helping to optimize future interactions. Recordings can help capture this, for trainees to know what to listen for in a call.

Modern conferencing solutions have revolutionized the manner in which meetings and events are conducted, to a magnitude that nearly eliminates the costs associated with such meetings. In case any participant is indisposed to participate in the group call, the recording of the conference can be transferred to him/her as audio files and he/she can stay up-to-date with the developments. With appropriate tools such as MultiCall, the usage of Call Recording can prove beneficial.