5 Reasons Why Call Recording is Imperative for Your Contact Center


Call recording can be a toll taking task for many but have you ever tried to wrap your head around why contact centers need to record calls?

If one of the prime aspects for your business revolves around customer calls and you haven’t yet started actively recording them, you are missing out on ways to improve efficiency of agents, enhance the customer experience and thereby, significantly boost revenues.

In our everyday lives, we are often informed before certain calls that ‘the call will be recorded for training and quality assessment purposes’. This statement might seem lucid to most people. However, for those in the contact center business, call and voice recording certainly amount to much more.

Read on to learn about 5 reasons why call and voice recording are crucial to your contact center:-

1. Improve quality of calls and upgrade skills of reps

With call center software supervisors can monitor the voice logger to take out specific examples and make the reps understand their flaws. This helps in effective addressing of key issues and also in identifying areas of improvement. This will surely result in enhanced quality of calls. It can be safely remarked that call recording helps to pinpoint the root cause of performance issues so they can be corrected. On the other hand, a good conversation with a customer can prove to be a perfect example for other agents on how to win over the customer and achieve desired results.

2. Capture missed or forgotten details

Yes, we agree that active listening should be every call center reps’ asset. However, it might get difficult on numerous occasions for reps to listen and remember the entire conversation, while pulling up customer data and taking notes. Plus, we have to take into account the voice quality of a call. These are specific situations where call recording comes in handy; where reps can playback entire recorded calls or portions of it to ensure that no one misses out on something important. This will also allow reps to be fully present with customers during calls.

3. Track information about customers and enhance customer service

Let’s put this straight – contact centres is all about your customers and not about the product. Therefore, it is in your best interest to develop an environment that fosters greater customer satisfaction. The first step towards meeting this objective is to track any and every piece of information about the customer. In simple words, call recording will largely help in attaining ample data on your customer base. Moreover, by sharing call recordings with specific teams in your contact center, you will be in a better position to understand how customers are using your product, what they like about it, and what could be done better.

Is call tracking & establishing agent accountability a challenge while working remotely? Well, it shouldn’t be!

4. Develop customized products by isolating critical aspects of a conversation

The present-day customer has rather towering expectations when it comes to call center communications. Essentially, your customers don’t want a scripted interaction. They want your reps to interact with them in a way that makes them feel special and cared for. They want you to assure and reassure them that you will do whatever is necessary to make them happy. By identifying some critical parts of a conversation, you will be able to devise customized plans and products for your customers. As a result, you will already be ready with a better offer even before your customers ask for it.

5. Reputation management and improve regulatory compliance

In some specific cases, call and voice recording can serve as a verbal contract. This precisely means that recorded calls can lend a helping hand to resolve customer disputes. It can also come to your aid when you have to defend your company against litigation from irate customers. According to a 2014 report on the costs of federal regulation compliance, businesses with fewer than 20 employees pay an average of nearly $11,000 per employee in regulatory costs. Companies with 500 or more employees pay an average of $7,755 per employee towards regulatory costs, the report further states. Wouldn’t you want to cut down on these costs and the added hassles? Voice recordings can help save money as well as legal headaches and thereby safeguard the reputation of your company.

When was the last time you faced an issue around customer calls? And in hindsight, you thought a recorded call would have been useful to address the issues. Do let us know in your comments.