Why Call Centre Software With Call Recording Feature Is Important For Your Business?
Call centre software with call recording and reporting is a powerful tool that enables businesses to keep track of customer interactions, improve customer service, and train employees.
Call recording is the process of capturing audio from a phone call. This can be done using specialized software, hardware, or a combination of both.
Call recording is important for a variety of reasons, including:
- Compliance: Many industries are required to record calls for compliance purposes. For example, financial institutions are required to record calls to protect against fraud and ensure compliance with regulations.
- Quality assurance: Recording calls allows businesses to evaluate employee performance, identify areas for improvement, and ensure that customer service standards are being met.
- Training: Recording calls can be used to train new employees on how to handle different types of customer interactions.
- Dispute resolution: Recorded calls can be used to resolve disputes between customers and businesses.
Calls can be recorded using several methods.
One method is using VoIP software.
VoIP (Voice over Internet Protocol) software records calls by routing them through a server that records the call and stores it in the cloud.
This allows remote teams to access the recorded calls from anywhere, as long as they have an internet connection.
Another method of recording calls is using Sim-based Autodialers and CRMs.
Sim-based Autodialers and CRMs (Customer Relationship Management) software work by recording calls as they are made, typically by integrating with the phone’s operating system.
This method is more suitable for businesses that use call centers and need a more robust solution.
Some CRM software also offers the feature of call recording and call reporting, which is useful for businesses that need to keep track of customer interactions.
The benefits of call recording are numerous and include:
- Compliance: Recording calls ensures that a business is in compliance with the laws and regulations of their industry.
- Quality assurance: Recording calls allows businesses to evaluate employee performance and identify areas for improvement.
- Training: Recording calls can be used to train new employees on how to handle different types of customer interactions.
- Dispute resolution: Recorded calls can be used to resolve disputes between customers and businesses.
- Improved customer service: Recording calls can help businesses identify common customer complaints and issues and take steps to resolve them.
Using VoIP for call recording has its pros and cons.
One of the main advantages of using VoIP for call recording is that it is typically more affordable than other methods, as it can be done using the software.
However, it is subject to the quality of the internet connection and can be less reliable.
Sim-based Autodialers and CRMs also have their pros and cons when it comes to call recording.
One of the main advantages of using Sim-based Autodialers and CRMs is that they are typically more reliable, as the recording is done directly from the phone.
However, they can be more expensive, as they require specialized hardware.
GoDial is a call centre software that offers call recording and reporting features.
The software allows businesses to record calls, store them in the cloud, and access them from anywhere.
The software also offers advanced reporting features that allow businesses to analyze call data, evaluate employee performance, and improve customer service.
GoDial requires the smartphone being used to have the feature of recording, for call recording.
As Google recently has prohibited all third party apps from recording calls, GoDial, transfers the recorded file from the smartphone to the web dashboard for managers to listen
