Call Recording Software
Use call recording software to protect your business against misunderstanding.
Automatic call recording means no more scrabbling for a pen to jot down notes and no more disagreements about who said what, to whom, or when!
Increasingly, businesses need to record every telephone conversation they have with clients and customers. It's now mandatory for companies that fall under the regulation of the FSA, for example, but more and more ordinary companies are recording calls to help with customer service disputes and, of course, to monitor employees' performance for training and feedback purposes.
Call recording software was traditionally viewed as an enforced purchase – to be bought for compliance reasons, or to satisfy others that certain standards are being met. In todays business environment call recording is increasingly seen as a key component to drive increased profitability.
The ability to hear both sides of a conversation and understanding not just what was said, but how things were said, enables you to identify potential service and product issues that customers aren’t necessarily bringing to you in the form of complaints.
Call recording is also a very positive asset as a training and development aid for your staff. Coaching your team members using Call Recording + from ITC allows your Sales Manager to review and analyse sales conversations with the individual. From an unsuccessful call for example, a discussion of alternative approaches can be explored.
A positive atmosphere can be generated when quality assurance and training staff work together to evaluate calls and tailor training accordingly.
“I never know that I sounded like that”
Using Call Recording + from ITC allows staff to formally self-evaluate using real client calls; a detailed review of the interaction can be analysed offline, step by step, and areas for improvement discussed. Giving staff access to their calls will also allow them to be proactively involved in their own personal development, and will enable them to build on successful techniques whilst refining others.
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