Recording VoIP calls is notorious for its ability to settle disputes, validate verbal agreements and help manage compliance. To no surprise, it’s already a legal requirement for many.
The best call centers, however, have also adopted this practice to boost customer satisfaction and improve conversions. If you are still not sure why, read on and find out how you can incorporate it and enhance your business strategy today.
Benefits of Recording VoIP Calls
The advantages of recording your business calls are often underestimated. It’s an integral part of the customer service arsenal any company needs. Whether a VoIP or PSTN call, as a unified recording or just an audio, it can help with:
Training & Performance Reviews
It’s a must for training, especially for those working in sales and customer support. Records help access real-life data and examples without having to be present during the conversation itself. It also gives an opportunity to analyze your own phone handling skills and track the performance of your employees for more coherent reviews.
Quality Assurance
The quality and consistency of your customer interactions are of utmost importance. To elevate customer satisfaction you should guarantee a uniform experience regardless of the day of the week, the issue at hand or the operator in charge. Thanks to close call monitoring and assessment – this goal is now achievable!
Agent Protection
VoIP recordings are also effective at instilling a sense of accountability between clients and operators. Any organization can use these records to protect any verbal agreements made between two parties. A detailed history record helps eliminate any gaps and misunderstandings for good and serve as a reminder of terms and conditions.
Marketing & Customer Insight
When deciding on your marketing strategy or even considering the next steps in product development – engaging with your customer is key. You can learn more about their needs and wants, as well as how they engage with and feel about your product. Audio recording can make sure that no detail of those interactions is lost to build a more comprehensive customer persona. Plus, the conversation records can be repurposed depending on the aims of a specific department.
How Can You Record VoIP Calls
Luckily, with so many hardware, software, and cloud solutions available, you can easily conduct recording of your VoIP calls. Consider the following 3 methods:
Hardware Recording
This option is enabled through a legacy hardware device that connects directly to the network. Unfortunately, it’s associated with typical drawbacks of any hardware equipment: high installation calls, difficult scalability, and large amounts of configuration… If you still have your mind set on this method, make sure that this device is compatible with other hardware you use to conduct VoIP calls. Also, pay attention to quality to avoid irritating background noises during client calls.
Hosted Recording
Typically offered as a standalone service or as a part of the package with your VoIP provider, hosted recording helps dodge all the pitfalls of the aforementioned hardware solution. For starters, the equipment and servers are handled entirely by the provider. Plus, depending on the package, you will have a set amount of recording space that’s available and there is no need to clutter internal memory and look for alternative data storage. However, a hosted option typically requires a monthly or yearly subscription, unless already included by your PBX provider.
Software-Based Recording
Alternatively, you can simply set up software for recording your VoIP calls on your computer, server, or even on your mobile phone. These are designed to fit all budgets and many apps are available for free, while others charge extra for more premium or extended features.
On Desktop
The program will require access to your PC’s sound card as it will record all sound data that will be going through there.
On Mobile
Softphone apps are available for both Android and iOS. Set up your preferred app using Google Play or App Store, and store audio or video files directly on your device or SD card.
Overall, the configuration process is significantly simpler than opting for the hardware option, but you might want to take a closer look at the settings. There are a ton of features that can be adjusted to maximize your efficiency, such as:
- Manual or automatic start
- Editing out ‘silence’ periods
- Auto-deletion of old recordings
- Automatic back-up
- Option to start recording mid-call
Is Recording VoIP Calls Legal?
Recording of calls, including VoIP conversations, is a subject of the individual jurisdictional system of a country or state in which you reside or operate. Typically, consent is required either from one or all parties.
It can also be implied or directly granted. That’s why more often than not, we hear a warning message at the start of our call to inform us that it may be recorded. However, you must carefully review the local laws in place before implementing this feature.
Conclusion
The question shouldn’t be whether you can record VoIP calls, but why are you still not doing it? This data has the potential to fuel your business strategy, even if data processing and analyzing will take longer than having a quick glimpse of typical contact center statistics.
Already recording your calls? Check out more tips and articles on Voip-Info.org on how IP telephony can help you step up your customer service game and simplify your business communications today.
April 7, 2023
Phone System 