Right now, many employees are working from home, which means that VoIP phone calls have replaced face-to-face interactions. However, communicating over VoIP has been an essential way to communicate for a long time. For example, many of us have been communicating for years using VoIP without even knowing it, as Skype and other similar tools are VoIP systems. This way of communication is also essential in the business world – people need to coordinate tasks, work with various stakeholders, work with people from different time zones, multitask, communicate on the phone effectively, all of which show that VoIP call recording is of significant importance in the business world.
If you aren’t recording your phone calls, you have no clue about what is happening during these calls. You also have no way to manage your phone leads and your employees. To run your business more effectively, you should consider recording your calls.
In this post, we will be taking a look at what VoIP call recording is, how it works, how much it costs, and why your business should start using it.
What is VoIP call recording?
VoIP call recording is a method to record audio of a phone conversation over the cloud. While traditional call recording works with a traditional phone line, VoIP call recording works in every situation. Recording VoIP calls can benefit all businesses, from small ones all the way up to enterprise companies that can benefit from call center recording.
If you don’t have the right tools, recording phone calls can be quite challenging. By using a phone cloud system, you can easily solve that problem thanks to the ability to quickly and effortlessly turn on call recording functions for your company at all levels.
How does VoIP call recording work?
VoIP calls can be recorded using two different methods. They are commonly referred to as passive and active recording, with active recording being the more common one.
Active recording happens when your phone recording software is a part of the conversation and “listens” to it. Unlike traditional call recording, recording VoIP calls usually doesn’t require any special conditions. It is usually a built-in feature of your call recording software, which we’ll cover a bit later. Most of the time, to record a VoIP call, all you need to do is click a button or turn on a certain setting.
In general, you can enable VoIP call recording for all or some of your employees. The same principle applies to phone calls—you can record all or just certain ones. Once the VoIP call has been recorded, you can usually save it as an audio file, and play it back later just like any other audio file.
Which call recording software should you choose?
There are certain factors to consider before deciding on a VoIP call recording software. Start by considering your use case—how you plan on using the call recording software. While some solutions are better for sales or marketing, other solutions are better for training, management, and customer service.
The type of calls you record should also be one of your considerations—some call recording solutions can record all inbound and outbound calls, and others allow you to choose when to start and stop a recording. Other factors you should consider include security, storage, the ability to monitor calls in real-time, and, of course, the price.
Some of the most popular solutions include RingBlaze, Grasshopper, Dialpad, Ooma, and RingCentral. There are other business call recording software solutions to choose from, but these are what we consider the top of the line. While most of the solutions have similar features, we believe that one stands out from the rest—RingBlaze.
We claim that RingBlazefairly deserves the top spot when it comes to VoIP call recording because of one specific benefit. RingBlaze users don’t need any additional software or integrations, call recording is a basic built-in feature already included—you don’t need to pay any extra, which isn’t’ the case with the rest of the popular business phone systems.
Benefits of VoIP call recording
Now that we have shown you what call recording is, how it works, and what are some of the most popular solutions on the market, let’s take a look at why you should consider using a VoIP call recorder.
1. Identify problem areas
If you record your VoIP calls, you will know exactly what your employees are saying to your customers over the phone. You will also know how they’re saying it, what words they’re using, and what their tone is. This can help you pinpoint potential communication issues with your customer support or sales teams.
Call recordings will also help you see how your customers are responding to certain phrasing or communication styles. This can be useful if you want to modify sales or support scripts that your reps use. Constantly improving how your reps are communicating with your clients will help improve your overall customer satisfaction.
2. Keep detailed call records
Recording calls and keeping those recorded calls archived in your CRM or any other information system you use can be very useful for your business. Recorded VoIP calls can help your sales reps by allowing them to refer back to details from previous conversations. This could sound something like this: “Since you told us you were satisfied with the product/service X we offer, we now have a special new offer that will likely be interesting to you…”
When you talk to customers, you need to take an active role in listening to them. Taking notes during the call can help you keep track of details and ideas, but both actively listening and taking notes at the same time is very hard to do. Because of this, call recording allows you to give your full attention to any call and later take notes when replaying the call. By doing so, your customer will feel that you are actually listening to them.
3. Improve your marketing campaigns
VoIP call recordings can also help your marketing team to better understand different types of customers. By allowing your marketing team to listen to your customer calls, they can learn how your different types of customers stack up against the buyer personas they have created.
Having a realistic overview of buyer personas can significantly help your marketing efforts be more impactful and efficient. You can also find out what issues your customers are running into as well as what they find to be positive, which will help your marketing team come up with creative ways to address them in your campaigns. Your marketers can also use the calls to pin-point any specific keywords that customers are saying so that you better optimize your copy and online ads.
Being able to listen back to call recordings can help take the guesswork out of creating stellar marketing tactics to help attract the right audiences. Using call recording to tailor your marketing efforts can also help you effectively communicate and word things in a way that your audience will want to hear.
4. Recover missed details
Sometimes, calls can get intense. The customer is talking, your reps are talking, actively listening, and sometimes even trying to resolve the customer’s problems at the same time. That is why having the ability to go back and listen to a customer’s calls can be of extreme value for your business, especially if you have a situation that is confusing for the client. By being able to listen to recorded calls, you can easily find the source of miscommunication and find a solution to the problem.
5. Watching your words
No matter what kind of business you are running, acquiring a new customer is much more expensive and harder than retaining an existing one. One of the best ways to retain customers is to provide excellent customer service and sometimes, excellent customer service depends on how you address the customer.
That’s why it is important to get to know your customers and figure out what to avoid saying to them so that nobody’s feelings are hurt and that you stay in everyone’s good graces.
6. Capture customer stories
Some customers will call your company looking for help. Others will call to glow about their experience with your product or service. They will tell you why they chose you, how your product or service helped them, and so on.
By recording VoIP calls and getting your customers’ permission, you can use those calls to get great customer success stories which will hugely benefit your marketing efforts, plus it will help you build a more loyal audience.
7. Quality assurance
Recorded VoIP calls allow you to easily gauge customer satisfaction levels, as well as the quality of the help that your customer support is providing by phone.
This can help you better tailor and improve how your agents handle support and sales requests over the phone.
8. Continually improving your services
Recording your calls is an effective way to be constantly aware of how satisfied your customers are, if there are any recurring problems, and the strengths and weaknesses of your representatives.
To deliver great service, you need to put systems in place that can easily track and identify key areas for improvement. Using call recordings can help those systems have a great impact on the performance of your sales, support, and other teams that are answering calls in your company.
Recording calls will give you a great opportunity to help your teams improve their communication skills. Knowing how your agents address your customers will help you provide better tips on how to sell more or how to offer better customer service. VoIP call recordings also give you a chance to offer better and more granular coaching and feedback to your employees.
9. Provide your reps with feedback
If both you and your employees can listen to a previous customer call and then discuss all of its aspects in detail, you can provide them with much better feedback. Your reps can benefit from being able to listen back to calls – they can learn to recognize their potential pitfalls and things they’re doing right.
Your new recruits can also benefit from VoIP call recording. By being able to listen to their colleagues’ calls, they can gain valuable insight into what they should and shouldn’t do when it comes to talking to customers on the phone.
10. Quickly bring a customer service agent up to speed
This benefit slightly leans on the previous one, as there will be situations when you hire new reps for your company, and having them quickly adapt to your business and how you operate will be important.
Sharing call recordings with your new workers will help bring them up to speed quickly on your customers’ needs and recurring problems. Showing is always better than telling. Plus, if for some reason a rep has to take over a customer from a teammate, being able to listen to their previous conversations will help get them up to speed in no time.
11. Resolve rep–customer disputes
Going back and finding the source of a disagreement between a customer and an employee can be very helpful in resolving it.
Listening to a questionable call can help you decide how to resolve the problem with the client, either by offering rebates or free upgrades or by cutting ties with the customer.
12. Comply with legal standards
Some countries may require by law that you record VoIP phone calls and keep the recordings for a certain time. No matter if this is the case in your country, keeping phone call records is a great way to protect your company and your employees in a potential legal dispute.
Even if a lawsuit or any other type of litigation ever happens because of something said by your reps over the phone, being prepared is still the way to go. Maintaining a database of recorded VoIP calls will also help your company comply with any other industry, service, and law compliance guidelines. In some cases, a voice recording can even be considered a verbal contract. Lawsuits and hiring a lawyer is almost always very costly. Because of this and the fact that lots of lawsuits brought against companies happen because of miscommunication, recording calls can help sort things out before needing to involve lawyers and the court.
No matter if you are running a small startup or a large enterprise, VoIP and phone communication, in general, is most likely an essential aspect of how you communicate with your customers, whether you are a remote or an office-based company. That’s why, you, as the business owner, need to ensure that your business phone system is the very best it can be.
RingBlaze will provide you with a business phone solution with call recording capabilities that stack up against bigger competitors on the market—plus more.
Sign up for RingBlaze and see what we can do for you!