VoIP call recording has many applications. But before we go into it, let us talk first about business VoIP router the one that is crucial in using a VoIP call recording and the whole Unified Communications system for that matter.
Depending on how good your business VoIP router is, it can ruin internet calls. It should be optimised for internet traffic and can have better tolerance for higher latency and jitter. It must prevent these two things from happening and make sure VoIP traffic is prioritised all the time.
Because the better the call quality, the better the recording can be.
There are many kinds of calls that can use VoIP call recording technology; this includes a client calling to a company, or vice-versa, and teleconferencing, particularly now that coronavirus is still raging.
One thing you can be sure of; VoIP call recording is a method to log two-way audio of a phone conversation in the cloud that is secure and reliable.
With that out of the way, there are many reasons why a business would want to use VoIP recorder in all incoming calls and outbound calls.
1. Marketing research
For market research purposes, you can also use any tiny bits of information. These also include data like determining what time customers are calling the most; it is also vital to get the caller’s email addresses or update them if they change their email. Businesses can use even the area code to co-relate it with some marketing material for localising marketing program or research.
2. Gauging call effectivity
Data like how effective a sales pitch for outbound calls is; how long each call lasts; which call yields a favourable result; which calls are ineffective; and much more other relevant information.
Besides sales report, inbound calls can be your business barometer; it is your gauge system and serves as a feedback mechanism of how the business is doing.
3. Training purposes
To ensure quality and consistency. Businesses need to record their previous call that is not so successful and can even be considered a “failed” call between a caller and a call centre agent.
Have this kind of audio recording readily available for training purposes; this will ensure all departments will be consistent from thereon.
4. Identify areas for improvement
Among the incoming calls are complaints that should not be taken for granted, nor taken lightly. These complaints are points that need improvement. Suggestion, if any, should also be considered.
5. Can be used as legal purposes
VoIP recordings have legal purposes, should it come to it. Recordings of verbal commitments can minimise any legal risks in the future.
6. Answering simple complaint purposes
You might need to pull a call recording to respond to a complaint. Remember, things do not need to end up in a day in court. This way, you can respond to customers’ complaints with confidently.
7. Increase accountability during meetings, conferences, and conversations
For crucial meetings and matters of executive decision, an audio recording is vital. It could be the make-or-break moment of the company.
8. Enhanced transcription accuracy and speaker identification
Some have features like transcription, which utilises next-gen speech to text technology for highest accuracy enhanced services.
9. Officially document essential discussions that may be reviewed later
It is normal to have a review or audit of what transpired after a quarter or bi-annual and even annual, having recorded audio can help in many ways. It can confirm some statements or correct errors that could be damaging in the long run.
As a bonus, having a VoIP system, in general, opens a new door for many possibilities. Besides large companies, other business benefit of VoIP for small business is noticeable.
You will not only gain the value of having a call recording function, but you can also get some other benefits.
First, having a VoIP phone system is cost-effective. Its operational cost is much lower than the traditional phone companies. More than that, it can dramatically reduce the cost of domestic and international calls. VoIP can maintain a network for both data and phone system. It can take the calls intended for office telephone and connect it to who right person even if they are in the fieldwork. Or eliminate the cost of travel to meet with clients, especially with the current pandemic situation.
Plus, VoIP is far superior to a traditional landline when it comes to call quality; this is because much of the technology has evolved since then. Another advantage of having a VoIP phone system is added security, which compares to a traditional landline, is more protected, and has encryption protocol to keep your calls and data secure. And this feature comes standard with modern VoIP phone system.
Modern VoIP system besides making and receiving a call, it has integrated other communication services teleconferencing, instant messaging, video conferencing, presence information, fax via email and voicemail.
Also, the VoIP system is programmable and can be customised. You could tailor-fit your VoIP to suit your needs. Have some important announcements, integrate it with your VoIP system. There is a coming public holiday? You can do the same. Got some frequently asked questions? Same thing.
VoIP can also be considered portable, as it can help access everything thru multiple devices, not limited to smartphones, so long as there is an available internet connection.
Lastly, VoIP can increase productivity. It can eliminate the phenomenon called “phone tag,” this happens when two people are trying to call each other by landline, but neither can contact the other. VoIP can reduce the likelihood of this to occur, resulting in a better business deal and opportunity.
In a nutshell, when you got a reliable VoIP phone system, your business is in good hands.