What is Call Recording?
Cloud-hosted call recording, is a call management feature used for quality assurance purposes and legal compliance.
With Mteja's call centre, you will be able to record and store all your interactions with important clients and prospects.
How will your business benefit by using the call recording feature:
1. Compliance with security regulations
Certain entities such as organizations in the finance sector are obligated to record interactions with clients, can result in huge penalties if not followed. Implementing a cloud-based call recording software such as Mteja makes your company fully compliant with security regulations, and reduces the risk for suffering costly penalties for non-compliance.
2. Call recording helps you improve customer service
By monitoring real-time interactions between employees and clients, you will be able to detect and improve weaknesses in your customer service. Once your calls have been recorded and safely stored on the cloud, you can use them to level up your team’s communication skills, and become better at providing excellent support for your customers.
3. Resolution of disputes as a result from miscommunication
Call recording is a great way to resolve disputes and clear out ambiguous information. Considering that the majority of lawsuits brought against companies result from miscommunication or false claims made over the phone, having a solid record to clarify misconceptions is essential for providing an additional layer of protection to your company
4. Capture forgotten details by reproducing the conversation
No matter how actively we listen to the other side, there will always be little, but important details that are forgotten immediately once the call is over. Cloud-based call recording not only gives you the possibility to go back and reproduce the conversation, but also to access essential information from anywhere – as long as you have a stable Internet connection, and a desktop or mobile device.
5. Receive instant feedback from your customers
Professional call recording helps you capture valuable feedback from your customers, improving the overall performance of your services. Take into account that recording calls and other interactions is legal, as long as all participants in the conversation are aware that it is being recorded. Managers can use the content of recorded calls to evaluate the feedback received from customers. Whether they liked your service, or called you to complain, your company has the incredible opportunity to evaluate its strengths and weaknesses, and work towards improving them.
6. Catch up quickly on the latest interactions
In a dynamic environment where information has to reach a lot of people, recorded calls are extremely helpful to keep you updated on the latest interactions without depending on anyone. Instead of having to ask your colleagues about conversations that you couldn’t join, solutions like Mteja allow you to easily access and reproduce calls at any time of the day.
Whether you are coming back from a holiday and need to catch up, or you are welcoming a new Sales intern with no previous experience, information is always there for you – on the cloud.
7. Analyze the evolution of your customer service
Conversation history provides you with valuable information on how your agents used to communicate with your customers, and whether they have reached the desired level of excellence (or there is still a lot of room for improvement).
8. Quality control
Call recording makes your employees more conscious about their performance during a conversation – after all, being professional and respectful with your clients is key to providing high-level customer support. The awareness that interactions are being recorded makes employees more careful with their choice of words, reducing risk for possible disputes.
The numerous benefits of cloud-based call recording make it the perfect solution to monitor your business performance and improve your customer service in an inexpensive way. If you want to reap all of these benefits, Mteja is the right solution for your business. Talk to us at firstname.lastname@example.org to get started.