Call Recording Service
A Courteous Communications has been providing elite call answering services since 1986 and in this article, we want to spotlight one of our popular business services. We have all heard that special introduction recording, “Your call may be recorded for quality assurance purposes.” What exactly does call recording consist of and how does it help in assuring the quality of customer service?
Read on to learn more about our call recording service and why it is one of the most beneficial customer service tools your business can take advantage of.
The Importance of Quality Assurance
Providing quality and superior customer service is vital for any business in today’s extremely saturated and competitive markets. Click here to take a look at Internet Live Stats in real-time; a ticker will show you the current amount of active websites on the Internet. You will notice that the amount increases by the second and currently there are nearly 1 billion active websites on the Internet.
How many of those websites are selling a competitive and comparative product or service to your business? This statistic will require some custom market research on your part but suffice it to say, you have loads of competition out there.
In order to bring your business’s brand to the top of your industry, you must be diligent in your efforts to constantly improve customer satisfaction. Chances are you have a team supporting you in your efforts to bring elite customer service to your consumers. How are they treating your past, current and prospective customers? If you don’t know the answer to that important question, it’s time to start thinking about recording your incoming and outgoing customer service calls.
How Call Recording Works for a Business
Of course there are certain rules to recording business phone calls and restrictions how those recorded calls can be used. The most important rule is to notify the caller that the conversation is or may be recorded for quality assurance purposes.
Let’s take a closer look at how our 30-year-old business answering service works for your company in a step-by-step process.
- 1. Your business receives a call and the caller is notified immediately that their call may be recorded for quality assurance purposes.
- 2. A friendly and professional virtual receptionist assists your caller with any questions they may have and takes down detailed information in a message format when applicable.
- 3. A communication expert and supervisor listens in on various calls to ensure that the virtual receptionist handles the call according to your specifications. Customer service is intensely scrutinized by this expert to ensure that your callers are being handled in the best way possible.
- 4. Our business clients have the ability to customize their accounts with our answering service so that all calls on their business lines are recorded. If there was a specific customer incident, that business owner has the ability to listen to a recording of the call.
- 5. Having these recorded calls allows our business clients to research and develop customer service practices that best fit the needs and wants of their customers.
Understanding the Benefits of Call Recording
Bill Gates, whose current net worth is $76.1 billion, perfectly verbalizes why call monitoring can be so important for your business, “Your most unhappy customers are your greatest source of learning.”
When you opt to have a professional call recording service work on your behalf, you are choosing to be highly involved in your business’s customer service. You can closely monitor the positive and negative aspects of your current customer service policies and modify as needed.
Listening to your callers gives you a clear understanding of their wants, needs and demands. When you understand these basic business marketing functions, you are able to strategize ways to meet those factors in accordance with your customers’ wishes.
Boundless Marketing shares and important insight for your business to take into consideration with your corporate strategy, “…look beyond current-state customer focus to predict what customers will demand in the future, even if they themselves discount the prediction.”
Call recording for quality assurance allows you to examine current data and information to make educated predictions as to what your customers will need and expect in the future. When you can properly predict this information, you can morph your customer service experience into a winning strategy that focuses on offensive tactics rather than defensive ones.
As a business owner, monitoring your daily call recordings will give you the unique ability to evaluate your business’s way of treating customers and improve where needed. It will also allow you to make HR decisions as to whether specific employees meet your high standards of customer service.
Originally published at courteouscom.com.