Why Your Business Should Be Recording Calls?

Even though its benefits were clear to all, call recording used to be something only the large enterprises did especially since accomplishing it required expensive hardware and frameworks. Fortunately, the evolution of cloud services and opportunities such as Hosted PBX has now made it quite affordable and viable to all kinds of businesses including small startups. VoIP call recording may just be the competitive edge your business requires to move to the next level.

Essentially, call recording involves recording voice/phone calls to capture interactions between your customers and the business (support team). There are various ways to enable call recording for your business. The easiest way is to use a Hosted PBX solution like Nextivia or RingCentral which come with the option already integrated within. Alternatively, you can implement an on-premise solution or legacy PTSN. These options will however call for costly hardware installations.

The benefits

Establishing frameworks for VoIP call recording can help your business in several different ways. At the most foundational level, it gives you business the opportunity to comply with legal requirements and guidelines set for contact centers. Beyond that, there are various benefits you will enjoy from recording your interactions with customers. Some of them include the following;

1. Training for Quality Assurance

By simply recording customer calls, you can easily listen in on the interaction and find out areas that need improvement. You can take notes on what aspects of the communication and interaction need immediate changes. This will help you initiate training for employees who still need to work on their customer interaction and proposition your business in the right way. This also helps managers to ensure their agents meet quality standards and measurements put in place.

2. Value Addition for Products and Services

There is no doubt that VoIP call recording allows you to gain insights into what the customers want, how they interact with the business and the challenges they face. With all this metrics and information, you can then form a solution to enhance your products and services for better experiences and satisfaction. It is at its simplest form an information center for value addition. By picking up any phone call from a customer, the business aims to assist the client get the value they seek.

3. Trace all the Missed Information

While modern CRM solutions offer different ways for business agents to capture customer interactions and take notes on the important areas that need addressing, they are still subject to human error. It is normal for the customer service team to miss on some information between handing different calls and this is where call recording comes in handy. Your team can listen in on the entire call and make a comprehensive deduction on what needs to be done ensuring nothing is missed.

4. Preventing/resolving liabilities and disputes

Customer disputes and legal complaints can drown a small business and cause significant inconvenience even to the largest establishments. Recording calls and interactions can help your business resolve disputes and prevent them from escalating into legal battles. When the conversations are recorded, you get a basis to argue your case and this may be all you need to win a case or prevent it from evolving into lengthy sessions and litigation.

5. Developing Your Customer Characters

Listening in on calls from customers can help you categorically split your market segment into smaller persona groups in order to effectively approach their needs. For instance, a given age group may call for specific offers and information more often than others. This insight can help you improve how you target them in terms of marketing, communication and other aspects. It can also be used to monitor how different demographics react to emerging trends, products and other offers.


There are several other minor benefits of VoIP call recording and it should be an inevitable component of any modern business. You need as much information as possible and call recording is one way to ensure all the input is saved and used in decision making. All businesses need call recording and management. There are several offers in the market that allow you to record and manage audio files at a small fee. It is important to carefully review you options before implementing any call recording strategy or framework. Start by outlining what your business requires then proceed to find offers that will meet those specific needs.


Stuck between choices? Good outbound call center software options for your business

Data from researchandmarkets.com shows that outbound call center solution markets have been growing at a steady rate over the years. Between 2016 and 2017,this part of the industry will grow at the rate of 5.5%,a marked rise from the surge experienced in the year 2014. Experts believe that this trend has been caused by the combination of inbound and outbound call center technologies and the use of virtual center applications.

At the moment, there is a large number software that is being used in contact centers, and their range of effectiveness varies from one piece to the next. It is therefore important for the institutions or firms involved to choose bits that work for their particular set of needs. Once the right software has been selected, the firm now has to go to the implementation stage and ensure that everything is executed to perfection.

A business culture that converts luxuries to necessities

Over time, technology has grown, and ways of doing things have changed. Modern-day consumers tap into different channels of communication, and it is important that outbound call centers embrace these changes in order to reach out and serve people with specific sets of preferences.

Below are some important call center software that any business that wishes to succeed should have:

1. Quality and workforce management software

These two sets of software have been designed to oversee the performance of call center agents. They integrate with other pieces of application, allowing for the management of working schedules, timetables and aspects of general performance. QM and WFM software encourage adherence to deadlines and the execution of schedules that have been put in place to ensure that the operations of a company run smoothly.

2. Predictive dialers and automatic call distributors(ACD’s)

Outbound call centers use predictive dialers to make calls as well as complete them. An ACD is used to reroute calls from one part of the center to the other when specific agents are required on the line or when there is a need to switch from one station to another as a result of unavailability of personnel.

3. Computer telephony integration

The most basic function of CTI software is that it integrates calls, allowing for customer records to pop up on screens whenever a call is placed. This allows for agents to access relevant caller information with minimum hassle.

4. Customer Relationship Management(CRM) software

CRM software are responsible for the overall logging of all interactions between a business and clients. They keep a large database on groups of clients, the queries they pose and the complaints they forward within specific time frames. Agents can also make use of the systems to keep track of feedback and analyze ways in which customer queries have been handled in the past.

5. Call Recording Systems

Plenty of businesses are now using sophisticated software to keep track of the interactions between callers and agents. They use the recorded information as an avenue for future reference most of the time. Some centers want to check how effective their agents are when it comes to handling clients, and recording systems form a great foundation upon which that can be done. Recorded calls are also used in future quality training efforts.

6. Interactive Voice Response Systems

Speech recognition tools provide an avenue for agents to handle incoming calls in an automatic sort of way. Advanced applications provide a hands-free option for the caller where instead of having to press buttons, all they need to do is say a series of commands. Some options are more effective than others, which is why a business needs to choose its IVR approach delicately.

7. Campaign Management systems(CMS)

Modern call centers require CMS systems so as to reach out to specific customers through predictive dialer units. There are also pieces that provide relevant contact information for customers such as email IDs and phone numbers . Specific systems allow for agents to record the calls for a particular campaigns. Afterwards, there is an analysis of how particular questions were handled and how customers felt about specific aspects of the campaign. This forms the basis for future decision making.