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Worried About Quality Control? 7 Reasons Your Business Needs Call Recording


We’ve all heard it when calling into a business: ‘This call may be recorded for quality assurance.’ When calls are recorded, a new level of professionalism and reassurance is obtained. Modern businesses today are not only concerned with the quality of communication taking place between their employees and customers, but also the threats and liabilities that their business is susceptible to on a daily basis. Thanks to call recording software, your company now has a tangible method for implementing communication and training best practices, as well as obtaining the necessary protection to maintain a sustainable, thriving business.

Here are some important reasons your business should record phone calls.

Reduce Your Company’s Liabilities

Every business faces the possibility of lawsuits; unfortunately, it comes with the territory. Customer disputes often transpire from a miscommunication of some sort and can result in costly lawsuits where it is difficult to decipher who is at fault. Corporations, especially ones with contact centers, and their employees can be held liable in these circumstances, and no matter the outcome, the cost can be exorbitant. Fortunately, there are proactive measures that can be taken and services like Broadview’s OfficeSuite Call Recording reduces your company’s liability and offers the added protection you need from potential lawsuits. By recording phone calls, you have a record of every occurrence. Recorded evidence can be beneficial in defusing customer disputes before they escalate into costly lawsuits. And, if the case were to go to trial, the recording would be a valuable asset for your legal team and could be admissible in court as evidence.

Maintain Quality Control and Evaluate Employee Performance

Having the ability to listen to and monitor both current and past call recordings provides supervisors and managers with a huge advantage and allows you to obtain more control over the quality of your employee’s interactions with your customers. The recordings can be assessed with one click of a button, so you can get a more accurate assessment of how calls are handled in their natural context, without the employee’s knowledge. OfficeSuite® Call Recording software for PC allows you to filter and search past recordings based upon a variety of criteria including: inbound caller ID, outbound dialed number, extension recorded, date and time, etc. Since all the recordings are stored in the cloud and accessible online, you can download and listen to them anytime, anywhere. Evaluating employees could not be easier when your automatic call recorder solution includes Evaluation Reports that you can quickly customize and fill out simultaneously while listening to recorded calls

Keep Your Business Secure

With voice recording software in place, you have the ability to ensure that confidential business information is not compromised and can easily detect security problems. You can also monitor employee activity to help reduce any inappropriate conversations that could be detrimental to your business like illegal activity, sexual harassment, or the excessive use of company time for personal phone calls.

Satisfy Regulatory Compliance Standards

There are so many government regulations in place that it is hard to keep up. Compliance is an important concern and requirement for most businesses, especially if you are in the financial, insurance, healthcare or legal sector, where you may be required by law to record all verbal communications. Call Recording and call tracking software, such as OfficeSuite Call Recording, ensures your business complies with these regulations and can prevent you from being fined or prosecuted.

Affordable, Scalable Cloud Storage for Recordings

Storage is a large concern, so make sure the call recording service you choose gives you ample storage, and if it’s hosted in the cloud like ours is, that’s even better! (Broadview’s includes 1 Gig and stores your recordings for up to 30 days for free.) The great part about cloud storage is it’s inexpensive and it’s easy to add more. With OfficeSuite Call Recording, you decide how much storage you need (for example, 1 Gigabyte is about 35 hours) and how long you need to store it for (check the regulations your business must adhere to.)

Improve Employee Training

We all have expectations of how we’d like customer calls to be handled and we do our best to communicate that to our new employees, but by having pre-recorded calls, you have the unique advantage of showing live examples of different circumstances that may arise and the way in which you’d like them to be handled. This allows you to set expectations from the very beginning, as well as create uniformity and best practices for the employees to follow. Training and growth is a continual process and should be ongoing for employees no matter how long they have worked for you. With Call Recording, you are able to share individual employee’s recorded calls, enabling you with the opportunity to address any concerns and continuously improve the quality of your business’ communication.

Make Sure it’s Easy to Manage
Technology for your business is only helpful if you don’t need an IT degree to learn how to use it. Some Call Recording services, including Broadview’s OfficeSuite Call Recording, are very user-friendly while still being robust solutions. (Think inbound and outbound call recording that you specify using an easy-to-use website.) You simply select which phone extensions you’d like to have recorded – simple! If you’re a multi-site business, finding a solution that lets you record calls in one centralized place for all your locations, like Broadview’s does, makes it even easier to manage.