Having a contact center software is vital to adopt IP telephony and develop effective marketing campaigns. However, there is another compelling reason why many companies are hiring this type of service: the call recorder. The current business climate has made visible the business need to record at least all calls of a commercial nature. To tell the truth, recording commercial calls is nowadays more than necessary. Sometimes, the same laws force business owners to take this type of backup, at least for a certain period of time. Be that as it may, the call recorder has become a lifesaver for many companies in the face of government requirements and problematic consumers. Here are a few reasons why this module of the virtual PBX is so important.
To record a purchase of a product or service
Remote purchases are an increasingly common reality. However, even now, many companies continue to receive complaints and denunciations from customers for unauthorized purchases of products and services. Sometimes this is because the consumer does not remember having authorized the purchase, because he/she did not understand the conditions, or simply because he/she wanted to back out. In any case, recording the calls in which purchases of products and services are established allows to clarify the panorama in these cases. If the customer makes a claim or complaint to the consumer protection authorities, the recording is the best way to prove that there was no mistake on the part of the company. Therefore, it is essential to keep a backup of the commercial calls, at least for a while, and this is done with a call recorder. In case of an overcharge claim or unauthorized purchase, the call recorder can always be used by the teleoperator. Generally, what is done is that the system is checked on the day the purchase was agreed and the recording of the conversation is reviewed.
It allows to review failures in the attention of claims.
Another of the most frequently reported incidents in service companies are unresolved claims. This happens a lot with banks, when unduly debited amounts are recorded, or with insurance companies. However, any company offering a service usually has this type of scenario. In fact, some of these cases tend to be complicated by poor management of the teleoperator, or by problems within the system. When a customer complains about a previously made claim that has not been attended, it can be very useful to review the call recorder. This way you can verify if indeed the customer reported a failure and also if the teleoperator who attended him on that occasion, made the report properly. Everything is recorded in the contact center software, which is an interconnected system that records everything. Companies that use a database or CRM benefit a lot from a call recorder. In case there is no data, action or report recorded in the system, you can always resort to call logging. It should be noted that checking the recordings or the system also allows to know if it was the teleoperator who did not act correctly.
Call recorder enables monitoring of telemarketers
In addition to being a tool that allows companies to cover their backs, the call recorder also helps to verify that the service provided is correct. Any company that has a call center or a group of commercial call handlers must have mechanisms to verify the work of its teleoperators. In fact, the best way to do this is by evaluating recorded commercial conversations. If, for example, a telemarketer made a request incorrectly, the company can take action to offer a solution to a dissatisfied customer. The recording will always allow to know what is happening with the customer service efforts. In Neotel we have one of the most innovative contact center software, easy to use and with a call recorder of excellent performance. Our panel allows you to review the back up very easily, go back and forward in the call, among other things. For those companies that want really extensive records we have the premium call recorder. The capacity of this is one terabyte, which ensures up to two years of uninterrupted recordings. The advantages of the virtual PBX are innumerable and its add-on modules are amazing for business growth. If you need to make a backup of the commercial calls that come to your company, contact us.