Not all states allow individuals to record calls, but businesses are often in a better position. In the state of Florida, you may record a call as long as you have the consent of all parties – continuing the call after being informed can qualify as consent. This represents a terrific opportunity.
At a time when businesses are working hard to make the most of their data, most people already know call information is important. Still, very few Central Florida enterprises are making full use of call data. A business phone system such as the NEC Univerge Blue Connect makes it even easier.
No matter what business phone system you have, however, your inbound calls are a goldmine of useful data. You can use them to improve virtually every aspect of your business and grow even more efficiently.
Let’s consider some of the ways recording inbound calls can help:
1. Improve Customer Service Over the Phone
If someone calls in for customer care or technical support, odds are good they’re already frustrated. The experience they have with your personnel could determine the future of that relationship. Yet, without records of exactly what was said, the interaction becomes a black box with few lessons learned.
Phone-based customer care is well known as an area with lots of churn. Staff members who hone their skills are less likely to leave, and recording your inbound calls is a key plank of change. It gives trainers the individualized insights necessary to bring team members to the next level.
2. Develop Relationships and Sales Opportunities
In-house sales professionals know that it can take anywhere up to eighteen tries to get a contact to call back. Once they do, your phone system can serve as an invaluable asset by capturing what comes next. Sales managers use this play-by-play to set up roleplay and other training scenarios.
An inbound call can be processed into a transcript with attached feedback down to the minute. This allows for more subtle and nuanced use – for example, coaching on cross-sell and upsell options the team member missed. This actionable feedback sets the stage for deep relationships and more sales.
3. Protect Against Misunderstandings and Liability
Your rapport with your business partners and vendors can become frayed due to any number of small misunderstandings. Having discussions recorded can help. Recorded calls keep everyone on the same page before you end up having to re-negotiate contracts or look for alternative providers.
The same effect remains just as useful with your customers. The bigger your average contract or lifetime customer value, the more essential it is to protect your interests. If someone becomes unreasonable or accusatory, your archived calls can deliver an extra layer of protection that you might just need in court.
4. Support Ironclad Regulatory Compliance
Are you in a highly regulated industry? If so, having call data at your fingertips could make a difference in protecting yourself against fines. Recorded calls can be used to verify appropriate compliance steps are being taken at the right times, crucial if your reputation is imperiled by a data breach or other crisis.
When the unexpected happens, any documentation you can produce has a role in setting the record straight. Providing call transcripts to your internal auditor may enable you to keep sensitive customer details safe and close compliance gaps before an oversight organization ever asks to see your data.
All in all, recording inbound calls supports continuous process improvement. No matter which elements of your work are done over the phone, you’ll have your finger on the pulse of positive change. You can quickly identify issues to correct and reward stakeholders who go above and beyond.
To get there, you need a business phone system that works for you.
Get a State of the Art Business Phone System with Atlantic Communications Team
With a modern cloud-based business phone system on your side, you can rest assured precise data is collected from every inbound call. Integrated software crafts a complete and secure archive accessible to your team – giving them the resources they need to enhance their performance.
Atlantic Communications Team helps Central Florida businesses like yours leverage the latest digital technology. Offering a full assortment of managed IT services, we equip you with the right platforms to maximize your impact in Central Florida and beyond.
With years of experience as Florida’s leading NEC phone technology vendor, we empower businesses like yours while ensuring minimal disruption to your operations. We’ll be glad to assess your current systems and advise you on a cloud-based solution that will grow with you.
Contact us today to get started.