How Call Recording can Help a Business and Customers

August 14, 2018

Do you ignore the little things when it comes to improving your business? Many business managers do. That’s a mistake. Why? Because sometimes the little things can make as big an impact on your business as grand sweeping changes or actions.

Take call recording. It’s also a versatile business tool that packs a punch. When done correctly, it can help you enhance customer service, boost employee productivity, and increase corporate profitably. Yet, some businesses fail to take advantage of it.

To benefit from call recording, you need to know how and when to use it—including when you can record calls legally. Call recording is a cost-effective way to implement changes that can make a huge difference to your business.

Recording Your Business Calls can help you gain control of your business.

Calls You Should Record

Recording business call is getting easier and easier. For example, nearly 40% of people in the U.S., use smartphones primarily to make calls. Recording any of these phone calls is easy with call recording apps, like Automatic Call Recorder or Call Recorder.

But you need to be selective in the calls you record. Below are some business calls you should record. They include:

Keeping records of legal conversations
Critical business meetings with employees or clients
Brainstorming sessions with clients or employees
Essential sales calls that can lead to more business
Interviews of job candidates or journalists
Critical customer service calls

Recording these business calls makes sense. It reminds you of critical information when necessary and keeps others accountable.

Recording Calls without Breaking the Law

Federal law is clear on when you can record calls. You can record a call when one party of a conversation gives consent. But each state has its own rules and regulations governing recording calls. So check your state law first.

Most states require dual consent before you can record a call. In other words, both parties to the call must give explicit consent. Otherwise, recording calls is illegal.

Here are some states requiring one party consent:

Arizona
Georgia
Indiana
Missouri
New Jersey
New York
North Carolina
Ohio

An added safeguard is to just inform everyone when you’re recording calls. That way you don’t have to worry about whether you’re breaking the law.

Internationally, the laws governing call recording vary widely from country to country. Generally speaking, make sure you get consent from both parties when recording calls from Canada and Europe.

Otherwise, do a Google search to educate yourself on the laws of the country involved. Make sure the information is updated

Enhancing Customer Service with Recorded Calls

Recording calls is smart but cost-effective way to boost customer service. For example,

you can combine call recording with speech intelligence to show critical areas of your business and generate insights on both customer service and customer satisfaction.

You can also use call recording to identify and reward customer service people that consistently transform customer complaints into positive calls. You can then replay these phone calls in training sessions so others can learn from them.

Plus, you can use the recordings to create scripts for customer service people on how to handle calls effectively. Your staff can also listen to their own calls to improve performance, which encourages a culture of self-improvement.

Common Sense Tips on Call Recording

Call recording is a fairly common occurrence these days. Many business executives have come to expect it. Few will abandon the call just because you’re recording it.

If you’re recording a call, you need to make sure you record the calls at the highest sound quality possible. Better call quality reduces the costs of having the calls transcribed if you need a hard copy of the call’s content.

Below are five additional tips on call recording:

Avoid using VOIP and cell phones when recording
Avoid speakerphones to prevent picking up ambient noise
Choose a quiet, tranquil setting for the call
Talk clearly and slowly so everyone can understand you
Keep still while talking to limit interference

Keeping these tips in mind will help you generate professional, high-quality recordings of any calls you host or join.

Call recording may seem like a small thing when it comes to improving your business. But often it’s the little things that make the biggest impact on your business.

So don’t ignore call recording as a business tool. It can enhance customer service, boost productivity, and increase profitably. That, in turn, can help you take your company to the next level.