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Glossary

What is call recording?

Call recording is the process of capturing audio (and occasionally screen activity) related to phone calls. A company that keeps call logs may gather information from conversations and use it to better serve customers and make wiser business decisions.


Call recording services are typically bundled with analytics driven by artificial intelligence, cloud-based contact centers, and even systems for agent coaching. They may help managers assess if agents are properly tracking call flows and cross-selling products, which is a crucial part of quality management.

What Process is Involved in Call Recording?

Hardware and software are connected to phone lines to record conversations during calls. The digital file is stored for future transcription or playback. Your requirements will decide the type of call recording system that will work best for your business. Variables include the calling mechanism, the number of users, and whether they are at a single place or several locations. 


It's against the law to record a call without the participants' consent. The agent or employee can set the recording to start automatically or manually. Most of the time, the interface you choose will let you turn on the recording feature.

What are the Benefits of Call Recording in Business?

Well, there are numerous benefits of call recording in business. Some of them are the following. So, let’s have a look at them!

1. Determine Problem Area:

You may identify the parts of your procedures and conversations that are producing issues for your organization by listening to call recordings. For instance, you can see communication problems that affect customer satisfaction. It is also possible to identify the barriers preventing you from offering your customers quick answers. The first step in conducting an investigation before enhancing customer service is call recording.

2. Save Important Records:

Modern call recording systems will connect to your CRM and other information platforms. By automatically saving call information in the appropriate customer file, this is helpful for businesses collecting consumer information in order to give more tailored and relevant experiences. Some solutions even let you delete or anonymize personal information from calls if GDPR compliance is an issue.

3. Resolve Any Potential Disputes:

Even the best businesses may encounter complaints. You can listen to the audio if a customer complains that you offered them anything or did something improper. This is an effective way to safeguard oneself against issues that might result in a legal dispute.

4. Quality Control:

Checking the quality is one of the most common uses for call recording software. You can gauge how satisfied your clients are overall by listening to recorded calls. Even now, sentiment may be detected using artificial intelligence algorithms, both historically and currently. Call recording solutions may alert engineers when call quality starts to decline and provide you the information you need to make future choices with confidence.

5. Constant Improvement:

Call recording is a useful tool for determining which elements of your customer service strategy are impacting customers the most. In essence, you can evaluate the effectiveness of your CX strategy and even determine which of your employees needs the most help and training to catch up to your top performers. Call recordings that have had the personal information removed are excellent teaching tools for staff.


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