What is Call Recording VoIP and How Can it Benefit your Business

At no time have VoIP calls ever been so important than now when most people have to work remotely. Consequently, call recording has become a vital tool for businesses that want to rise above the toughest economic times and thrive. Embracing call recording VoIP comes with a greater sense of security and flexibility for businesses.

If you are a sales manager and you are not already using the call recording function then you have no idea about what happens when your salespeople hold conversations with clients over the phone. Moreover, you also have limited capacity when it comes to managing leads and overseeing the efficiency of your sales reps because you lack the insider’s insight.

In case you’re wondering why call recording is a big deal for your business, here are 5 ways it can help your business grow sales and revenue:

Problem Identification

If you use call recording VoIP for your outbound calls, you will have access to what sales reps are saying to customers over the phone. This means you can tell what they are saying, the words they are using and in what tone they are saying it. This is important because it will help you pinpoint any communication issues with your sales teams and how it is affecting sales. You can also identify the coaching or training needs of your sales reps so that you take care of them internally. Most importantly you will get to know how customers are responding to specific communication styles, words or phrases. This can then guide you in modifying sales scripts or your Playbook as you work on improving how reps communicate with clients because it all gets down to the overall customer experience.

 Record Keeping

Recording call conversations helps you to keep records of important information that can help your business. Call recording VoIP makes it possible for sales reps to have a point of reference if they need to recall anything from previous conversations. For instance, this can come in handy when they want to make a proposition to the customer to upsell or cross-sell. They simply need to go back to an earlier call to learn more about the customer. Unlike taking notes during the call, call recording captures all the information while allowing reps to listen actively. This makes the customer feel comfortable thus winning their trust in your products and eventually influencing their purchase decision.

Missing Details

In some cases, it can be difficult for sales reps to capture all the important information from a single call especially when the customer is talking and the rep has to listen actively while at the same time talk back and take quality notes. The ability to go back to recorded conversations is indispensable especially in cases where the client is undecided. Sales reps can revisit the recorded conversations and easily identify areas of miscommunication that are hindering the customer from making the purchase decision and find a solution to it.

Enhance Your Marketing Campaigns

Call recording VoIP can help to improve your marketing teams output by helping them understand the different kinds of customers. Your marketing team can listen to customer calls to gather important intel on different types of customers you are serving and see how they stack up against buyer personas. This helps to have a realistic view of the buyer personas which no doubt makes your marketing efforts more efficient and impactful. You can then tailor your marketing efforts so that you communicate in the manner your audience expects.

Quality Assurance

This is perhaps the most common reason for call recording. Recorded VoIP calls make it possible for you to assess the levels of customer satisfaction and the quality of help your customers are getting over the phone. This can be helpful when designing a marketing strategy and improving how sales reps respond to sales requests and support over the phone. Additionally, you can use recorded conversations to identify disagreements between sales reps and customers for better dispute resolution.

Whether you are a large enterprise or a small startup call recording VoIP is an essential platform for your business. Recording calls helps you to go back and gauge how your business communicates with customers and how this affects sales and revenue. The fact that no physical infrastructure is required means that you can set up the service easily and have your team’s login regardless of where in the world they are working from.