Cloud VoIP Benefits From Call Recording

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Cloud VoIP Benefits From Call Recording

June 03, 2013

Call Recording has constantly proven itself to be an invaluable resource for call centers and companies alike. At the same time, cloud VoIP has been increasing in popularity and usage, allowing businesses to become more efficient at less of a cost. As such, it’s only natural that the two should go together, but such is not always the case.

Call recording is one of the first things one should look for when looking at Cloud VoIP. Of course, the reasons for that are the same as the reasons for using call recording in the first place. Not only does it help improve customer satisfaction rates, but it also ensures that employees are dealing with calls as the company policy requires, and lets one retain customer data from their previous calls.

Should a customer have a dispute or complaint, their previous calls are right there on record for reference and access. It can also be used for training call center representatives on the proper etiquette and best practices, as well as determining what customers are asking about the most so as to better address it.

As usual, I should mention that there are laws regarding call recording, but a good rule of thumb is to let the customer know when the call is being recorded. Whether or not it’s legal to record without knowledge or consent, it’s always best to err on the side of caution and good customer service by letting them know if a call is being recorded.

Of course, this is no “new news” at this point. The benefits of call recording have been discussed and listed many times before. Now the trick is bringing call recording to cloud VoIP. Fortunately, many VoIP providers make sure to include call recording, such as Avoxi, along with other standard features such as call forwarding, automated call distribution, and IVR. That said, it should never be assumed that a provider will offer a certain feature, much less without an additional cost.

There are plenty of cloud VoIP offerings available, so finding one that provides everything your business needs is just a matter of shopping around. No matter what the decision is, though, call recording is practically a necessity at this point. Whether it’s used for ensuring policy compliance, keeping records of customer needs, or resolving any disputes, it’s a tool that can bring improved efficiency and value to any company, and one that cloud VoIP should not be without.

Edited by Rory J. Thompson

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