Should You Record Your Calls?

Should You Record Your Calls?

When you consider your call center services, it’s important to decide whether you need to record the calls. Your agents can learn to provide better service to customers through recordings. It’s a smart move to make if you want to improve customer service.

The Benefits of Recording Calls

If you choose to record calls in your call center, you offer protection for your customers. Your customer will hear a phrase like, “This call may be recorded for quality assurance.” It holds your agent accountable and also lets the customer know what to expect.

You can use recorded calls to capture details that are often lost in short term memory, either by the customer or the agent. This can be vital when a dispute arises. Clearer communication is the goal of all call recordings, and it can help sort out problems.

Call recording is an excellent way to train new employees. You can review the calls to praise strengths and find areas that need more work. An employee in call center services can learn much from listening to his or her own voice, tone, and interactions. The recording may be the most valuable teacher on your team.

Recordings also allow you to seek out possible leads. When reviewing the customer’s transcript, you may be able to see new ways to meet his or her needs. Recorded calls can help you expand your business in creative ways.

Prepping for Recorded Calls

Different states have varying laws about recording phone calls. Some states require that all parties grant permission before a call is recorded. It’s a good idea to check the regulations in your state before adding call recording to your call center.

It’s also wise to prepare scripts for your agents to follow. When they stick to a script, they can easily make corrections to tone, questions, and followup. This will make the training process more efficient.

Maintain Your Brand

By reviewing recorded calls with your team on a regular basis, you can weed out problems and improve customer service. Even seasoned team members can benefit from call recording reviews. Set a schedule for reviewing calls with every agent on your team, and you’ll see great results.

Ready to add recorded calls to your call center services? Consult with the pros at Millennial Services today. We can build a custom package for you that includes recorded calls. Call us at 773-770-4818 to get more information about the right option for your company.