Most call recording systems today are set to the “record on demand” mode, giving agents the ability to record if they deem it necessary. While that’s all well and good, it’s easy to forget to press “RECORD”. When this happens, we are left without a recording of the TDM, VoIP, cloud or even Skype for Business calls. This can be a critical mistake, particularly in situations such as when a customer issue arises or in the case of a customer dispute. Without a recording, sales opportunities can be missed since invaluable insight was not captured from customer calls. Simply put, not recording calls leaves a gap in intelligence gathering… information that is essential to sales success, particularly for enterprise sales people who take new leads from inside sales reps, telemarketers and lead generators.
Regarding risk mitigation, your organization is vulnerable if important calls are not recorded. For example, if your agent and a valued customer are having a dispute over a large product order or a sizable refund, a recording is essential to resolving the issue. By capturing the call, you have a recording to review which allows you to prove specifically what was and was not said. Without the recording, your organization might be put in a situation where a customer is claiming you erroneously charged their account without approval. The recorded interaction of the customer giving authorization puts the issue to rest immediately, potentially saving your organization hundreds or even thousands of dollars — and perhaps even saving the client relationship.
Capture Every Call
The safest, easiest way to ensure you have access to a recording of every call made by your contact center agents, is to deploy total recording (also called compliance recording). This automatically captures every call without any intervention from the agent. Calls are then stored securely in a cloud or premise company server for later access.
Here are some of the many benefits total recording brings to your organization:
- Compliance – Financial organizations will have recordings of every call and the ability to retain them to comply with industry regulations. Organizations in other industries will have recordings and audit trails to prove compliance with PCI, HIPAA, GDPR, and other mandates.
- According to Corporate Compliance Insights, “Banks in the U.S., for instance, are required to record every one of their transactions, such as the orders they take from customers over the phone when buying or selling a stock. Banks must record those calls as proof they actually did what the customer requested and have not broken any laws. If they don’t record their calls, banks could be hit with significant fines or even the loss of their license.”
- Order Verification – When selling products or services over the telephone, having a verbal recording of the customer providing consent to charge his/her credit card or account can help avert any discrepancies over who said what.
- Dispute Resolution – When a dispute arises, your company could end up in a lawsuit or even in court. Having recordings of the customer interactions (including the agent’s screen activity), can help support your case. Recordings can even be offered as evidence in certain instances.
Total recording gives your organization peace of mind, risk mitigation capabilities and a digital record of every interaction your agents have with customers.
Don’t leave it up to your busy agents to press “RECORD”. Have total call recording running in the background to ensure that every call is recorded, so you always have recorded calls when you need them.