Automatic call recording is the practice of recording incoming and outcoming calls into a call center. Software with an automatic call recording feature not only documents each call, but it also stores the file with the system. This allows users the ability to review and analyze calls as needed to improve the performance of the call center and monitor its practices.
How Automatic Call Recording Software Works
When activated on a phone extension, automatic call recording software starts recording at the start of the phone conversation. The call center representative does not have to press a button to start or finish the call. Instead, the program detects the beginning and end of each conversation. It then stores the audio file until someone wants to review it.
Some automatic call recording systems have a pause feature that lets users stop recording with the press of a button. When activated, employees have the ability to choose which sections of the phone call to record. This control helps employees choose which information is more important and relevant.
Why Companies Use Automatic Call Recording Software
Call recording is a standard practice for many businesses, and it’s required in certain industries. For example, financial institutions must keep a record of all transactions, and this includes telephone conversations with customers. Other companies choose to record telephone calls so they can verify sales, settle claims and express consent for the transaction.
Recorded calls also provide important evidence that companies can use when they need to resolve disputes with customers. If a customer files a complaint, the business can review the phone conversation to determine exactly what happened during the interaction. The audio file also helps the company improve quality control and is useful when training employees so they are better prepared to help customers in the future.
Advantages of Automatic Call Recording
Recording calls offers businesses several advantages that benefit both the company and the customer. This practice helps reduce wait time and improve employee compliance, leading to more positive interactions between company representatives and customers.
- Employee compliance: When employees know there is a record of their interactions with customers, they are more likely to follow standard operating procedures and stay in compliance with local and federal regulations.
- Record keeping: Recorded calls can exist in two forms. The first is the audio file of the conversation. The second is a written transcription of the phone call, which can be used as a legal document. These records can be useful to the company days, months or years after the initial conversation.
- Call center training: Call recordings are an excellent tool for training employees. Managers can choose calls to use as examples for new and existing employees. They can present them as real world scenarios and let representatives analyze the interactions between the employee and customer before role playing how to respond to those situations.
- Customer satisfaction: Keeping track of every customer interaction throughout the day is not possible, but call recording does allow management to review specific calls. This is especially useful when customers complain about their experiences. Managers can listen to the conversations in question and respond accordingly.
- Call center efficiency: When combined with performance metrics, recorded call analysis can boost productivity in the call center. It allows managers to review employee performance regularly (instead of during the annual performance review) and make real time adjustments.
The software also gives managers a wealth of data to review. This information can be useful for informing company decisions beyond the operations of the call center.
Disadvantages of Automatic Call Recording
Automatic call recording is not a perfect solution for all businesses. One of the most important concerns for companies is the security of their recorded calls. These calls may include sensitive customer information like passwords and contact information. Some companies decide to keep their files on site, which leads to questions about storage space.
Another significant disadvantage of automatic call recording is they employees’ attitudes toward the practice. Some employees may not appreciate the practice and worry about how management will use the recordings. Employees may prefer using a manual call recording system that gives them more control over the calls.