Best Call Recording Software

Call Recording Software: A Definitive Guide

Call recording software is nothing but a set of computer programs that enable you to record incoming and outgoing telephonic conversations. It records calls over a PSTN (Public Switched Telephone Network) or VoIP system (Voice over IP) in a digital audio file format.

It lets you easily capture, archive, playback, organize, and share call recordings. Many confuse call recording with call logging and tracking, but they are not the same. The latter only records details about the call but not the conversation.

The purpose of using call recording software differs from industry to industry, depending on their unique requirements. For instance, banking and trading companies use it to resolve disputes, verify facts, and meet compliance regulations. Call centers use it to improve call and service quality. General businesses use it to train and coach staff to help improve sales efforts.

Automatic call recording software is quite easy to deploy and operate. You can easily search your call records based on the time and date of calls, durations, or who attended the call.

What are the Benefits of Using Automatic Call Recording Software in a Call Center?

The benefits of using automatic call recording software are numerous. Let's highlight the top three:

1. Operational Efficiency

   Operational efficiency directly affects your cost and bottom line. Less efficiency means low work productivity; thus, it instantly affects your revenue. Voice call recording software can help you achieve higher levels of efficiency and productivity. Call recording allows you to perform the ongoing performance review rather than just doing it annually. This regular feedback session helps increase work productivity and performance, leading to maximized profit margins, satisfied customers, and happy agents.

2. Content Creation

   You know how every business is going online, and content creation is one of the ways to create your brand visibility. Reviewing your call recordings can help you find out the problems your customers are facing, and you can use the same to create content around it. It will result in increased traffic to your site. You can create FAQs for commonly asked questions on your support line or even use outstanding feedback as a specific marketing copy. You can easily store and organize all your call recordings using phone call recording software.

3. Lead Qualification

   One core benefit of using call analysis software is that it automatically transcribes the conversation for you. That means you don't have to waste time doing it manually. Integrating your automatic call recording software with a call scoring program will help you instantly identify good leads. The system analyzes data based on the keywords mentioned, the length of the call, and a few other factors in determining the potential leads.

4. Quality and Assurance Control

   For a quality control manager, call recording plays a crucial role in the internal quality assurance program. It ensures that all your agents provide a first-class experience for your customers. Call center recording software allows you to automatically record all calls and listen to the interaction between an agent and a customer. You can easily identify the areas where your agents need improvement and see if your team is following the best practices. This will not only save you time and money but extra effort too.

5. Onboarding and Training

   When onboarding new agents, sharing those call recordings can help with onboarding and training programs. Listening to those call records can help eliminate the chances of repeating or experiencing a costly error. So instead of trying out their skills on customers, they can learn from past calls. Such practices act as learning material for your newly hired agents.

6. Compliant Agents

   Recording calls helps to maintain compliance with all the industry regulations. For instance, the government constantly monitors financial companies like banks and insurance companies. They need to record all verbal communications for regulatory purposes. Besides, these call records are also referred to as needed, especially in the case of a liability complaint.

How does Call Recording Software Work?

Voice call recording software is an invaluable tool for businesses. It not only helps in improving customer experiences but enhances overall business efficiency.

VoIP call recording or hosted PBX call recording makes use of recording software. The mechanism of auto-recording of calls is as follows:

• The first step is that you direct your VoIP service provider to activate this facility for your outbound and inbound phone calls.

• Once call recording is activated for a chosen line, all the calls — coming and going — from/to that extension are securely recorded and converted into audio data files.

• The system then automatically or manually organizes and archives the data into several different file formats to be played anytime. Records can be played as many times as you want.

One important thing to note is that the call is either saved in the cloud or on-premises, depending on your phone system and service provider.

What are the Best Features of Call Recording Software?

Here are a few essential features and modules of automatic call recording software to look out for:

1. Scalability

   One significant feature of phone call recording software is scalability. The software should be able to accommodate your needs as your business grows. It shouldn't be restricted by the number of staff that can use the system. When your team expands, you don't want to invest in a new system again. And neither should the system be far bigger than you will ever use. While selecting a call recording software for business, choose the one that can expand based on contract, the number of agents, call volumes, and even departments. Look for flexibility and adaptability if you are thinking long-term.

2. Easy-to-Use and Intuitive Interface

   An ideal call recording system for an office is one that has a user-friendly interface. Get a system that requires minimal training for your supervisor to use. You don't want to make another investment in a separate voice call recording software training program to teach your staff. The interface makes all the difference. A system with easy navigation makes it easy for managers to keep track of call recording software. That's why you should always go for the trial version before purchasing it to check its functionality and interface.

3. Search Capabilities

   The system should let you scan through the recordings using different filters when trying to monitor calls. You should easily find tagged calls, sort calls by agent names, call duration, date and time, caller ID, and more. This robust search capability can help save time as you can quickly pull up calls. Besides, it gives you more control over the feedback process.

Tips to Use Call Recording System for Office

Many businesses don't realize the importance of using a call recording system for the office. They dismiss the idea by saying it does not really contribute to the company. But it's not at all true.

The unlimited call recording and playback of your calls can help your business in many ways. Here are a few ways to use phone call recording software to your benefit.

1. Reporting and Analysis

   Best call recording software lets you easily record, store, organize, playback, and share call recordings. You can use these recordings to make smart business decisions. You can see what campaigns are working and driving more traffic, do the A/B test for different approaches to different problems, and generate reports on the same. It also provides a clear insight into your customer feedback over the phone.

2. Customer Satisfaction

   An automatic call recording software will record an agent's calls, and as a service manager, you can monitor those calls. The conversation between a customer and your agent is vital. The agent needs to maintain phone etiquette, treat their customers right, communicate softly, and solve all their problems. The management can easily monitor them by recording and listening to these calls.