7 Reasons Why Call Recording Service Is Important

31st January 2017

Whether you’ve been established for several years or just starting out, call recording is a vital tool that can be used to help your business thrive. From data protection and training purposes to simply to making life easier, call recording is a must-have. However, if you’re still on the fence, here are seven reasons why a call recording service can benefit your organisation.

1. Performance Evaluation

Customer service is at the heart of all businesses. If an employee is neglecting their duties or negatively representing the company, your business will suffer. Call recording allows you to assess the performance of employees and make sure that calls are being handled correctly. This is especially helpful for large organisations that are responsible for a sizeable number of customer service representatives.

2. Training Purposes

Many companies record calls specifically for training purposes. For new recruits, call recording is a valuable tool. Not only will they get an idea of what to expect once their initial training is complete, but they will also be able to pick up on good customer service habits and eliminate common mistakes early on.

Having said that, call recording is equally as important for current employees. Recording can be used for training purposes to give employees a chance to develop their skills, hit targets and improve their performance levels.

3. Data Protection

Abiding by The Data Protection Act (DPA) is arguably the most important rule of customer service. Nothing is more important to a customer than knowing their data is protected. Call recording prevents employees from using customer information illegally by leaving a trail that could lead to the prosecution of the agent. With several high profile data protection incidences in the last year, it’s more important than ever to ensure you protect customers’ details.

4. Information loss prevention

Call recording guarantees that no information will be lost. Even the best customer service agents can misplace valuable information, but in the event that something like this does happen, recordings of information can allow you to simply play back calls to collect important data.

5. Security

Unfortunately, not every call is pleasant. Although call recording cannot prevent your business or employees receiving threats or abuse, it can prevent the situation escalating further and in worst-case scenarios, will provide substantial evidence that can be used in an investigation.

6. It’s simple

Planet Numbers helps companies to record their calls automatically. Managers are busy people, and the chances are that their schedules often leave them too busy to monitor calls. With call recording, however, managers can focus on other tasks and refer back to calls when they have time.

Once recorded, the calls are sent straight to you via email as MP3 audio files, which can be played on almost all devices.

7. It’s mandatory

Whether it’s inbound or outbound calls, in order to comply with rules set by the Financial Conduct Authority (FCA), FSAs are required to record all calls with clients. However, every day, more ordinary companies are recording calls to help with training purposes, performance evaluation and security issues.

If you’d like to find out more about call recording, don’t hesitate to get in touch with Planet Numbers today.