There is a lot to be said for recording the calls of your telephone department. A new function, Call-recording, now allows Belfabriek customers to experience the benefits of sound recordings for themselves. Both parties benefit from these advantages: your employees, but also your callers.

If you choose to give your telephone employees access to the recorded calls, you offer them a reminder. For your organization, it is also pleasant to have a legally valid recording of made agreements.

How your customers benefit from Call-recording

There are also the advantages that your customers, consciously or unconsciously, experience when you use Call-recording. For example, they no longer have to stay on the line longer than necessary because your employees no longer have to divide their attention between the caller and the system with which they log the call. Instead, your employee can listen back to the call afterwards to note down the matters discussed.

The most important plus point is that sound recordings help you to improve the telephone service. Use the recordings of telephone calls in progress meetings with your employees or use real calls during the training of employees. You can play exemplary calls for inspiration or play calls that are open to improvement. Of course, in both cases you will first want to ask for permission from the employee(s) in question.

Major annoyances for callers: this is how you tackle them

A global study recently conducted by AchieveGlobal came to conclusions that will interest every telephone department. We list the most important ones below. We also show you how Call-recording can help you to improve the quality of the calls with your target group.

  • For some callers, a listening ear is more important than a solution to their problem Please note: this does not apply to all callers. Some solutions are so urgent that the form in which they are packaged by a telephone service is less important. Nevertheless, this rule reminds us that a correct and polite treatment of customers is desirable. Earlier in this article we already indicated that Call-recording gives your employees their ‘hands free’. The recording does not make it strictly necessary to type along during the call, so their undivided attention provides the listening ear that callers so appreciate.
  • Rudeness and indifference are behavioral characteristics that customers are most annoyed by The workload in telephone departments is sometimes high, which can affect the mood of employees. The challenge for your employees is to keep smiling and be patient. With the knowledge that calls are being recorded, they remain motivated to handle every call as professionally as possible.
  • Other major annoyances are being transferred too often and having to wait too long, or not getting a real person on the line Let’s assume that you speak to your callers as much as possible with employees of flesh and blood. In sound recordings you can hear how often a customer is transferred and how long they are on hold. Does this happen according to your internal rules? If not, are there other ways in which you can serve customers faster and better? The answers to these questions make the telephone call with your organization a positive experience for your callers.

Call-recording ’live’ soon

After a thorough development phase, the long-awaited Call-recording function will soon go live. For many number owners, this will bring about a true revolution in call quality. Are you interested in this functionality and do you wish to stay informed of the latest news about Call-recording, then subscribe to our blog today.