There is a lot of talk about customer contact through new channels such as social media. But what turns out? Most consumers still prefer personal contact, which in practice means that they reach for the phone. The fact that 60% of companies still do not have their telephone affairs in order is therefore a missed opportunity.

Fortunately, as a number holder, Belfabriek offers you all kinds of tools with which you can improve your telephone service. One of these functions is Call-recording.

Large companies and organizations have been recording calls for some time with the aim of checking their quality and improving it where possible. Thanks to our large-scale approach, organizations with a smaller budget can now also experience the benefits of recorded calls.

In this article, we give you an overview of 3 ways in which organizations successfully use Call-recording to make a positive contribution to their customer service.

1. Quality control and progress meetings

Your customer service or telephone sales service stands or falls with your employees. That is why you give them good basic training and ensure that they are aware of all developments within your organization. But how are they really doing on the line? By activating the Call-recording function, you can listen back to the bottlenecks in calls together with your employees and draw up points for improvement. You will also hear what unexpected situations your employees have to deal with, so that you can train them for this. Finally, the sound recordings are a valuable tool in progress meetings.

2. Train new and current employees

Call recordings are also indispensable when drawing up group and personal training courses. In addition, you may – in consultation with the employees in question – play fragments of the calls during a training session. This way, your new employees can hear how not to do it, or how experienced employees deal with difficult situations or silences. They can also hear when a call needs to be transferred.

3. Test and grow

A third way to improve your customer service by listening to calls is when you use the recordings to check whether everything is going according to the rules. These can be company guidelines, for example if the identity of the caller must be checked before issuing an access code, but also (inter)national laws.

Activate Call-recording today

As you can see: Call-recording is the secret behind the revolutionary service of many companies. However, this technique is no longer reserved for the big boys. Thanks to the attractive prices of Belfabriek, every organization can now record the telephone calls made. You activate this service via your online dashboard My Belfabriek.

We are here to help you. If you have any questions, doubts or comments about Call-recording, our specialists are ready with answers and solutions. You can reach us during office hours on 0800–BELFABRIEK (0800–235 3227).