Call Recording Featured Article
Why Call Recording is a Key Tool for Market Dominance
The idea of recording a call may not be a priority for the average caller. We tend to use voice communications to share an idea, gather information or simply make a connection. In the business environment, however, capturing these elements for future use could be of value. The call center has been doing it for years. Now, the typical business environment is finding benefits in call recording.
For a number of years, companies outside of the call center used call recording as a means to protect the organization in the event of a dispute. The insurance industry was one that relied heavily on this form of protection. While the technology used to record the call generally focused on a simple recording stored for backup that was never pulled out again, even insurance organizations are finding new benefits.
The data captured in a call is leading a number of organizations throughout multiple industries to take a new look at call recording. The information a client shares on a call could lead to the development of a new product, the addition of a key feature or even a new service to support an already successful product line. Such data can lead to rich business intelligence on how a company or brand should approach its next release or a new segment of the market.
Call recording can also play an important role in the business or even non-profits like higher education when it comes to customer care. Even if the employee on the phone isn’t a call center agent, his or her approach to the interaction can impact the customer’s satisfaction. At the same time, if confidential information is shared, that information may need to be stored, or it may be against compliance rules to record and store. Working with a proven call recording vendor can help anticipate and overcome these challenges.
Popular phone systems integrate well with proven call recording solutions, such as Virtual Observer from CSI. Such phone systems include Avaya, Microsoft, Cisco, 3COM, NEC, ShoreTel (News - Alert), Siemens, Samsung, Mitel, Nortel, Alcatel, Aspect, Comdial and a variety of others. Seamless integration is key to ensure the call recording still delivers the intended benefits without interfering with a quality interaction.
As companies continue to fight for dominance in their respective markets, the more they know about their customers wants and desires, the better equipped they are to meet these demands. Recording interactions and mining key data from those interactions is an important step in creating a powerful arsenal. With the right tools, success is just around the corner.
Edited by Rachel Ramsey