We’ve all heard that familiar voice tell us “This call may be recorded for quality assurance or training purposes.” It’s true—having a call recording system for your business can lead to many benefits, one of which is training your customer service team to serve customers well! But there are many other benefits, as well, from ensuring customers are cared for to keeping data on the purposes behind customer calls. Having a call recording system you can trust to work, and work well, will help your customer service call center serve a wider range of customers much more efficiently.
But first, you need to understand what effective call recording software actually does. Call recording doesn’t simply record your calls like a microphone. It has the potential to help you organize information, pull out relevant pieces of data, and even encrypt those data to protect you from a security breach.
So how can you find the right call recording software for your business? Here are a few steps to take to ensure you find the right fit for your business without getting overwhelmed or bogged down with options.
Find What’s in Your Price Range
First things first, whether you’re buying a house, a wedding dress, or call recording software, you need to decide on a budget. Going in with no idea of how much you can spend may cause you to fall for all the bells and whistles before realizing there’s no way you can afford them. Although call recording software doesn’t always come cheap, it is a vital part of a successful customer service call center strategy, so know that you may have to drop some resources to get what you’re looking for. That being said, there are more affordable options and more luxury options. Start with a price you’re comfortable with, and go from there.
Easy Access to Recordings
Next, decide how much access you’re going to need to the recordings. Call recording equipment varies widely on how easy it is for you to access the calls you’ve recorded, and you likely want to find a solution that offers a high amount of access. You obviously want to be able to stream and download audio files for your calls at any point, so making sure the interface is intuitive and user-friendly is key. If it takes all day for employees to locate a simple call, your call recording software isn’t really worth that much. It also helps if you have software that sorts and tags your calls so you can find what you’re looking for quickly without a ton of hassle. Most pieces of call recording software will offer some type of free or low-price trial period, so take advantage of that offer, and see just how long it takes you to access your call recordings.
Communicative Customer Service Teams
If you have an issue with your call recording software, you want to be able to get help quickly. Call centers aren’t always 9–5—in fact, they’re often 24/7. So what are the hours for your call recording software’s customer service team? If you’re having a problem on a Saturday, will they be available? Do they have an FAQ or a help desk area on their website where you can get quick, easy questions answered? This is a company you’re hoping to have a long-term relationship with, so its level of service needs to meet your expectations. Ask for referrals, as well, so you can chat with other companies that are using this service to see how the customer service aspect of the partnership has panned out.
Technology problems are every business owner’s worst nightmare. But you will have them—it’s only a matter of when! When your system crashes or something gets misplaced, how secure are your call recordings? Once you have hundreds or thousands of calls recorded, those data become pretty priceless, and losing all of those calls would be a catastrophe. It’s not as if you can just call all of your customers back and ask them to repeat the exact same conversation, so it’s an error that could have serious consequences. You have to make sure your calls are stored in a way that’s as foolproof as possible. Make sure the call recording software you select has multiple options for backup storage within the cloud. Using physical disks or tapes still leaves you far more vulnerable to tampering, natural disasters, or myriad other issues that can affect your call storage. You want a system that stores redundant backups of your calls on Web servers. This also means you’ll need fewer IT resources to keep your calls safe, which is a great perk.
Depending on where you live, there are different requirements for call recording software. Make sure the software you choose is compliant with security laws, including things like giving the customers an option to opt out and informing them that you’re recording them. When sensitive information like credit card numbers is being passed over the phone, its essential to keep your calls highly protected. Different industries may have different rules and regulations, as well. If you’re caught being noncompliant in your call recording process, you could face huge fines and penalties. It’s very important to make sure the software you’re working with is up to date on current laws.
Extra Bells and Whistles
Once you have the basics figured out, you can get as fancy as you want to. Make a list of what options your company would like to have available to you. Some of these extra features might be:
- Live monitoring capabilities so administrators can listen into calls while they’re taking place
- On-demand recording options vs. automatic options so you can record only the calls you want
- Extra high-level security encryption to protect your company from a data breach