The modern businesses are immensely helped by the new VoIP based communication technology. In fact, it is because of the emergence and development of this new VoIP based communication system with a string of value added features, that the modern businesses are doing brisk business and are able to maintain seamless communication system for smooth business coordination. One of the most essential and absolutely imperative value added features of the modern VoIP based communication system is the call recording facility. In fact, this feature makes a lot of difference, when it comes to smooth conduction of business. Let us look at 5 reasons why call recording is important.

Reason #1

The success and prosperity of the modern businesses is revolves around optimal customer satisfaction, which is possible through the round the clock customer service that is offered by most of the modern businesses. Hence, it is imperative for these businesses that the quality of service that is provided is maintained at an optimal level. Call recording feature offer the option of keeping the record of the calls and playing them subsequently to gauge the quality of the service that is provided. The quality control teams carry out the responsibility of assessing the quality of these calls.

Reason #2

The call recording also helps a lot when it comes to imparting training to the new recruits and trainees, and help them realize the quality of performance that is expected to of them, when they get into production, after the completion of the training.

Reason #3

The call recording feature also provides the option of playing the calls back and thus, it also helps in determination of the monthly perks or incentives of the employees. Often, the employees are paid incentives based on various kinds of performance metrics. Each and every business house today has a certain set of quality parameters, against which the performance metrics as well as the performance incentives are evaluated. Again, it is the responsibility of the quality control and management teams to look into this and determine the incentive of the employees every month.

Reason #4

Call recording feature that the modern communication system comes up with is also handy, for resolving customer issues that are nagging and long standing. When a customer is bogged down by a complicated issue, which cannot be fixed in a single call, a series of calls are needed to have the issue fixed. Thus, the references of earlier calls on pertaining to that issue can be pulled up through the calls recorded earlier.This makes it easier for the business to solve these long standing issues and make the customers happy and satisfied at the end of the day.

Reason #5

When it comes to BPOs and call centres, which do not work 24×7, the call recording feature comes in particularly handy. Because of the difference intime zone, calls at times land up long after the office hours in a particular time zone are over. Thus, the employees can have the privilege of playing the recorded messages to know about the issue and assist the customers accordingly.