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3 Ways Businesses Can Use Call Recording

Updated: Jan 17

Call recording continues to be a phone solution feature requested across many types of organizations. Whether operating a formal call center or looking to leverage recordings to improve customer service and employee performance, here are several industries that utilize these tools.

  • Law Firms

  • Insurance Firms

  • Financial Services

  • Facilities Services

  • Healthcare

  • Utilities

  • Transportation

  • Human Resource Consulting

  • Staffing and Recruiting

  • Retail

Not sure if your organization can benefit from recording phone calls? Check out three ways we help organizations leverage these tools.

1. Coaching and Performance

Recording employee phone calls during onboarding and training periods can allow leadership teams to evaluate employee interactions with customers, vendors, partners, and colleagues. This real-time data can help improve employee engagement, increase performance, and reduce turnover.

2. Customer Experience Improvements

Access to actual conversations with customers will help management teams understand how effective employees are when engaging with customers. If customers service levels could be increased, think about the recurring revenue, future business, and improved net promoter scores. Check out more tips to leverage phone solutions to improve customer experiences.

3. Complaints and Legal Disputes

Access to historical phone conversations provide factual and unbiased information to consider when the 'he said, she said' scenarios arise. Whether internal conversations or engagements with customers, vendors, or partners, having access to call recordings allow additional information to help settle complaints or legal disputes.

Before recording any phone calls, know the laws! Call recording laws vary by state, so it's important to understand required notifications and consent before implementing this phone solution feature.

Check out this overview showcasing state-by-state call recording laws from a Wisconsin-based law firm, Matthiesen Wickert & Lehrer.

Call recording is one of hundreds of features to leverage when finding the best fit phone solutions for your organization!

Know a business or organization that could benefit from understanding the advantages of call recording and monitoring? Let them know about our local, full-service telecom company at Recent Communications, Inc.

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