VoIP (Voice over Internet Protocol) offers many advantages over traditional telephone systems. One of these is the capability to record calls without worrying about the limitations of physical storage media such as hard drives. In today’s post, business phone systems provider One Call discusses how recording your VoIP phone calls can benefit your business.
It helps maintain customer service quality, Most of today’s businesses record incoming calls for quality assurance. By now, most people are probably familiar with the phrase “your call may be recorded for quality purposes” which opens almost every customer support call. You always have the option to hang up if you’re not comfortable with your call being recorded.
The primary goal of recording calls is quality assurance. Reviewing customer support calls will give your company insight that can only be gleaned from customer feedback, which can be a valuable resource in improving your service. It can also provide you and your quality assurance staff a closer look at how your customer support calls are handled and give you a better understanding of how to improve and maintain quality customer service.
It helps protect customer privacy and company rights. Customers expect every telephone call to be treated with utmost confidentiality, especially considering the amount of personal information shared: credit card numbers, home addresses and account numbers, among others. Using an encrypted VoIP system to record and store customer support calls helps ensure security as well as protect your company from potential lawsuits that stem from order miscommunication or similar incidents.
It helps ensure compliance with customer service call recording laws
Laws that apply to call recording software vary by state. However, it is required on the federal level that at least one party in the call—typically the caller—is informed that the call is being recorded. The level of consent depends on the location, as some states require consent from both parties. In the event that a particular call is called into question, having a recording of it can determine whether or not consent was granted at the time.
Contact One Call for Your Business Communications Needs
One Call is your leading provider of business telephone systems and structured cable services. Give us a call at (888) 823-7373. You can also fill out our contact form to schedule an appointment. We serve clients in Wilson and Raleigh, NC.