Last Updated on November 3, 2020
Why do you need voice logging software? If you’re thinking about investing in a solution, you need to understand that voice recording applications go beyond simple recording of calls. Many organizations have started using this technology to improve customer service and to increase sales.
When you start recording calls, you can begin to identify specific trends in customer service that you may have been overlooking. You might notice that your reps aren’t using the standard scripts during some of your sales presentations. You might, in listening to recorded calls, discover that your reps have found a more effective way of handling objections.
All of these are ways in which call recording solutions can help you see your “blind spots” and become more effective.
Top Five Benefits of Voice Logging Software
I. The biggest benefit of using voice logging software is that you may be able to improve customer service by monitoring the interactions that the call center management staff has with customers. This can also enable you to resolve complaints before they become major issues. If you find a call that went very poorly, you can have one of your more seasoned reps call the customer back to make things right.
II. Data entry errors may be significantly reduced when you use voice logging. Since all important details that are exchanged with customers are saved for review, you may be able to correct any entry errors that are found easily. You may be able to save time, money and effort and to achieve better quality control.
III. The information that is gathered after monitoring phone calls can be used for sales training. The call center employees may learn what needs to be improved and this can help them interact better with customers.
IV. Recorded calls are often used by managers for performance reviews. The progress of individual staff members can be determined by analyzing the past and current call records and this can improve the quality of service offered.
V. All businesses face lawsuits due to miscommunication with customers. You can make use of call recordings for dispute resolution and prevent liability.
4 Things to Consider When Shopping for Voice Logging Solutions
I. User friendliness is important as it maximizes use by both managers and employees. It is advisable to choose a system that can easily record, retrieve and share call details.
II. The voice logging software should be easily integrated with other applications like call management so that you are able to access the call record securely. The recordings and the archives need to be secure so that they are not accessed by unauthorized individuals.
III. The solution should be able to easily integrate with your other call center technology. It should be able to work with all telephone technologies like ISDN, VoIP and SIP.
IV. The recordings need to be recorded in a format that is suitable for use between colleagues and different branch offices of your organization. This way, your recorded call information can be quickly and easily shared.
Before buying a voice logger, you should always ask for a demonstration. The software system that you choose should be able to accommodate the changing business needs of your organization and it should also be easily customized to suit your specific requirements.
Last Updated on November 3, 2020