Recording the average phone call may not always enter the mind of the consumer, but new access through smartphone apps is changing the way in which we communicate. Companies have been relying on such technology for years to capture valuable information. Now, the customer on the other end of the line can leverage the same capability through mobile and VoIP call recording technologies.
Now, the telemarketing agent isn’t the only one who can record the conversation. The consumer can do the same thing, capturing the interaction to remember the information later if needed. There’s nothing more frustrating than having to call a contact center a second time to request help on a transaction you called about the previous day. The recorded call can provide the name of the agent, the promised action and the time of the call, demonstrating to the company that they have fallen short on their customer service promise.
The service call is another good one to capture with VoIP call recording. How many times have you contacted a company to address an issue you are having, only to realize they didn’t follow-up on the promised action? A reputable company captures the information and apologizes when it falls short; the remaining providers are likely to look for excuses or claim the promise was never made. Recording the call eliminates this problem, giving the consumer the needed proof to back up his or her story.
Misunderstandings can really occur during any conversation. If the two parties did not have a meeting of the minds, one of them will be disappointed or discouraged. VoIP call recording can help eliminate this issue, providing the full interaction for review by a third party or even the two parties involved. Whatever the approach to mediation, the presence of the data from the call is key to getting to the bottom of the issue. It can also help to prevent further dispute when proof is provided.
Protecting yourself in a call with a call center agent on the other end of the line was something that may have been out of reach before the mobile trend. Now, most of our interactions are done through our cell phones. With access to VoIP call recording apps that integrate directly with our smartphones and allow for easy use, archiving and management, recording the call is a simple process. Consumers now gain the same benefits as the customer service department.
High quality digital files are easily created with apps like the Free Voice Recorder from Free Recorders, which allows users to share or compile recorded sound files. When a call is in session, recording can start with just the touch of a button.
While call recording may not be at the top of the must-have application list for most consumers, perhaps it should be—access to mobile call recording could open the door for better connections down the line.
Edited by Alisen Downey