Recording Inbound Calls
There are 1000’s reasons why you might want to record inbound calls and I don’t want to know about some of them. The call recording objectives we will discuss here are customer service quality control and employee training purposes. Obviously these are business objectives, but a call tracking service can be used by individuals for any purpose within the law.
A call tracking service (like ours) allows you to record all your incoming phone calls by using a call tracking local number or toll free number. You can obtain a local number in almost every USA area code (about 98% coverage) so it looks like your a local business. Anytime a customer or prospect calls in (anyone for that matter) the call is recorded. We can also play a quick recording notice to stay in compliance with some laws regarding recording calls.
Like I mentioned, one of the reasons you might want to record calls is to monitor quality control on employees. This is especially useful for customer service and sales teams. In customer service a employee in a bad mood/bad attitude can cost you customer faster then the best marketing can bring them in, so keeping a eye and ear on these reps in important. By reviewing these calls you can use the bad ones to conduct performance reviews and work on improvement. You can also use them to terminate employees and have documented cause. If they calls are good then you can use them as examples to train other employees that maybe need to hear examples rather then read them.
From a sales team standpoint you can use the good and bad recordings to train/discipline/terminate sales people. You can even use call recordings as a marketing/promotional/information tool on your website. And the best part about recording calls going into your sales floor is to make sure your reps aren’t wasting or taking great (expensive) leads for granted.
So it is highly recommend you try out a inbound call tracking service for recording inbound calls. The slightly increased cost of a few pennies is nothing compared to the benefits, client retention, and savings you can get as a result.