Without realising, people have been communicating over Voip for a long time. VoIP has been essential for us to communicate for years, especially during the pandemic. We have all used tools such as Zoom, which is a type of VoIP phone system. This type of communication is vital for running a business i.e., coordinating tasks, working in different locations and time zones, and staying connected via phone. Call Recording has a significant role to play in all of this.
If you aren’t currently recording calls to your virtual landline number, then you simply don’t know what is going on during these calls. Therefore, you don’t have the information available to manage your leads and employees. With cloud-based storage, VoIP call recording is no longer the expensive tool that it used to be. Gone are the times when only large corporations could afford to record their Business Phone Calls, now that cloud-based storage has made it accessible for all businesses.
Call recording is easy to install and keeps your recorded business phone calls stored for easy access, whenever you need them. In this post, we will take a look at what VoIP call recording is and the key benefits of VoIP call recording for SMEs.
What is VoIP Call Recording?
VoIP call recording is a way of recording the audio of a VoIP (Voice-over-Internet Protocol) call. A VoIP phone system and virtual phone number both work by transmitting calls over the internet instead of the traditional method.
Similarly, VoIP call recording works over cloud-based software, instead of a traditional phone line. Whether you are a small start-up or a large corporation with call centres over the country, every business can benefit from recording their VoIP calls.
How Does it Work?
Once your business VoIP call has been recorded, you will be able to access these via an audio file. Your call recordings are stored within your business’s cloud and accessible whenever you need them.
Benefits of Recording VoIP Phone System Calls
Now that we have discussed what VoIP call recording is and how it works with your virtual landline number, let’s take a look at why it’s a valuable asset for any business.
Staff Training and Performance
When you are hiring new employees or implementing staff training, nothing beats examples of real-life situations and examples of good and bad calls. Allowing your employees the chance to listen to real experiences is important for highlighting how they should and shouldn’t be talking to customers.
Ultimately, comparing the differences between good and bad business phone calls will lead to improving overall customer satisfaction.
Improve Customer Service
VoIP phone systems have made it possible for businesses to never miss an important call again. Despite the growth of technology, customers still prefer to be able to pick up the phone to chat with a human. While email, live chat, and messaging are beneficial for all businesses, a virtual landline number is still crucial for staying connected with your customers. Because let’s face it, there’s nothing worse than chatting to an online bot who can’t answer your questions.
Recording VoIP calls to your virtual phone number is a great way to keep tabs on how happy your customers are and if there are any recurring issues. VoIP system recordings will also help you to pinpoint strengths and weaknesses within your team of call handlers. To keep delivering fantastic service, you need to have systems that can help you identify areas for improvement and understand what is working well.
Not sure how your scripts are performing? Recording business VoIP calls gives you the opportunity to listen to examples of genuine calls with your customers to see how well your scripts worked.
Call recording to your virtual landline number allows you to access previous calls to analyse what’s working and what’s not so that changes can be implemented.
Solving Disputes
Have you ever had a customer dispute that they didn’t know your terms and conditions, despite being told by the call handler? Or perhaps a customer is being billed but they are claiming they never agreed to the purchase?
Without recording your business phone calls, it can be difficult to know exactly how the call was handled, what the customer was advised, and the reasons why. Call handlers deal with hundreds of customers, so it’s difficult to get an accurate retelling of the experience. This situation is easily resolved with VoIP call recording. Simply locate the call in the call logs of your virtual phone number and replay the conversation.
Marketing and Promotions
If you’re not sure how well your marketing campaigns are performing, listening to recorded customer calls can help identify the weak areas to make improvements where necessary to develop effective marketing campaigns. With the help of call recording, you can learn more about your customers to adjust your campaigns accordingly.
Allowing your marketing team to listen to some of your customer calls will give them an understanding of different types of customers and how they compare to the buyer personas they created. Additionally, the marketing team will also be able to listen to any issues customers are having as well as any positive and negative feedback, to help develop creative ways to address these in campaigns.
Additionally, your marketing team will also be able to listen to specific keywords that customers are saying. This will allow campaigns to be better optimised and be worded in a way that is relevant to your audience. Call recordings will remove the guesswork out of your marketing to help create the best campaigns to attract the right audience.
Final Thoughts
While many business owners believe that call recording is just another function that doesn’t necessarily provide many benefits. Recording calls to your virtual phone number can have a significant impact on your business in terms of improving customer service, staff training, and creating effective marketing campaigns.
Regardless of whether you’re running a small start-up or a large business, VoIP is an integral part of how you communicate with your customers. That’s why, you, the business owner, should ensure that your business phone system is the best. Together, a VoIP system and call recording are beneficial to help drive your business growth.
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