It helps you coach your team more efficiently (Many of these will touch on customer service-related benefits, since call recordings are especially important in this area.) 1. Let’s look at some specific advantages of how recording calls can improve your business or contact center’s performance as a whole. The 6 big benefits of recording phone calls ? Dialpad tip: Call recording comes with its fair share of privacy and security concerns, of course-did you know that Dialpad's Recording and Voice Intelligence APIs can automatically pause recording and/or transcription when your agents are taking sensitive information? (For example, when they open up a particular screen or field to take down healthcare information-and restart recording/transcription once they close that window.) Ultimately, customers can rest easy knowing that they’re far more likely to receive excellent service if there’s a record of every interaction they have with a company. (Are they picking up calls quickly enough? Are they understaffed?) No more “he said / she said / they said.” Hit that playback button, and voila, you have the truth!Īs well as the legal angle, businesses can also use call recording features like analytics to get a clear view of how they’re doing on the phones. Why? Because if there’s any dispute in the future, you’re already equipped with a record set in stone, which both parties can have access to, if they need it. In general, it’s just a good thing to have for business transactions-including a consumer buying something from a business-to be recorded. We’ll touch on some specifics in just a bit. Well, we can think of several reasons why a business might want to record calls. Basically what that means is that Vi can not only transcribe your call in real time, it can also extract things like interesting questions and action items for you based on certain phrases or keywords that are spoken on the call. ? Dialpad tip: We use Dialpad’s Voice Intelligence (Vi) technology for call recording. This makes it much easier for supervisors to scan a call for the areas of most interest-without having to sit through hours of audio until you find the part you’re looking for. You or your admin can set up phone call recording (for either one-on-one or group conferencing) with a range of options.Īnd when you want to listen back to your calls, you can just go to your call history in the Dialpad app:ĭialpad also has a nifty automatic transcription function, which “types up” what’s being said on your calls-in real-time ( more accurately than Google, we might add): In most cases though, you should be able to record incoming and outbound calls right from either your phone or contact center system.įor example, Dialpad offers an automatic call recorder function as part of both its unified communications product and its contact center product. Long story short, because cloud telecommunications work through VoIP (voice over internet protocol), all you really need is a call recording app. (Some of these options, like Dialpad, even come built into your business phone system.) (And not only that, they’ll integrate with your existing software, like customer relationship management tools, too.)īecause most of these phone systems and contact center tools are designed to work in the cloud, you pretty much don’t need clunky hardware like analog phones anymore.
The good news is, most phone systems and software today will have call recording built right into the platform. Well, with a good call recording solution in your setup. How can you help your team improve while taking calls as efficiently-and effectively-as possible? So, how do you make sure that your business is actually benefiting from all these phone calls and using that information to improve your services, exceed customer expectations-and protect yourself in case complaints happen later? (Even an average-size contact center takes anywhere in the hundreds of customer calls every day, and many have to handle customer support, retention, sales, and more.) If you run a business that’s always on the phone or a contact center with a team of agents, you know how hard it is to keep an eye on everything.