ORECX CALL RECORDING BLOG

Call recording software helps businesses of all sizes capture customer/prospect calls so the organization can go back and listen to calls in order to settle he-said/she-said disputes, support litigation, prove compliance and more.  While a highly effective tool in its own right, when combined with quality monitoring software, you have a powerful one-two-punch that will greatly enhance the performance and capabilities of your contact center.  And who doesn't want that?

While most Fortune 5000 organizations employ both tools, it is fair to say that many small to mid-size organizations either just have call recording or nothing at all.  The value of the combination of call recording and quality monitoring software is so high, that these organizations need to really start considering employing both.

Value of Call Recording + Quality Monitoring Together

In fact, there are a number of statistics that illustrate just how important quality monitoring software is (along with call recording software), including:

86% of buyers will pay for a better customer experience

89% of customers will go to a competitor due to poor service

Average first call resolution rate in the U.S. is just over 80%

Business VoIP providers need ways to stand out from the competition and also new approaches to increasing ARPU.  This typically comes in the form of additional/complementary solutions, features and the like to augment one's core VoIP service, such as offering:

• VoIP phone systems
• Hosted call center solutions
• Expandable PBX trunks
• Online faxing
• Call routing
• Caller ID
• Auto-attendant
• Softphone
• Virtual PBX
• ...and so on

But are these things on their own really enough to take your company and revenue to the next level?

What about cross-selling your VoIP customers on call recording and quality monitoring cloud solutions?

Three of the top 5 business VoIP providers are already doing it.  Perhaps it's time you consider adding these offerings to your portfolio as well.

To help you understand how you can sell these solutions to your customers, I've compiled a list of probing questions you can use to bridge the conversation from VoIP to quality assurance and call recording.  Here you go:

1. How are you capturing customer calls today for quality assurance, compliance (HIPAA, PCI-DSS, etc.) and order verification/dispute resolution?

2. How much is your on-premise call recording system costing you today in maintenance alone? (Obviously only ask this if you know ahead of time they already have call recording in place.)

3. How do you ensure you are delivering quality customer service in your organization today?

4. What are you doing today to monitor your agents/staff to ensure they are following your compliance requirements?

5. When you have a customer dispute over whether they gave consent for a purchase, e.g., how are you proving to the customer what they actually said during their conversation?

6. What approach do you use to tap into the voice of your customer to know what is really important to them?

7. How do you demonstrate to your call-handlers how a proper customer call is handled?

8. What approach do you use to train your call handlers? 

9. What do you use today to evaluate your agents/call handlers on quality assurance, compliance, etc.? 

10. What is your strategy for improving the customer service capabilities of your organization to better satisfy customers and their needs? 

With these (and other) types of questions, you have the ability to probe your customers a little bit to uncover some of their pain points around customer service, compliance and dispute resolutions.  Many of your customers have these issues and by offering hosted call recording and quality monitoring software, you can help allay these needs and challenges. 

Businesses today - spanning almost every industry vertical - can benefit greatly from call recording in a variety of ways, including:

• Quality Management and Live Agent Monitoring – monitor and measure agent performance in order to identify and address areas in need of improvement, with a goal of increasing service levels
• Audit Trail and Multi-Criteria Call Searching – quickly and easily locate and access any past recording to settle he-said/she-said disputes
• Mobile Phone Recording – capture and monitor staff calls taking place outside of the office and/or after hours
• PCI, HIPAA Compliance - adhere to industry and governmental regulations for protecting personally identifiable information

Call recording is a natural extension to your other VoIP services and would be a nice addition to your portfolio of offerings. By offering call recording (and potentially quality monitoring) software, your services business will also enjoy a number of benefits.  You will be able to:

• Offer companies a broader set of services
• Provide your existing clients with more value
• Reach into new markets
• Grow your ARPU
• Differentiate yourself from other business VoIP providers
• Keep customers from going to other providers

While there are a variety of call recording/quality monitoring solutions to choose from, open source call center software installs in minutes and can be customized and branded to your business.  It is also more affordable than proprietary solutions and requires little to no maintenance.

Just think about how unique you would be as a business VoIP provider by offering call recording as a services along with your other offerings.  Check out your competition.  Almost none of them are yet offering call recording.  When you start doing so, you will be a pioneer and one of the very first.  Customers will see you as innovative and more of a full-service provider than your competitors.

You will be able to offer your customers more services, all under one roof, so they don't have to go elsewhere for what they need. 

Chances are you have already had customers ask you for call recording and you didn't know how to offer it to them, quickly, easily and profitably.  With OrecX call recording software you can!

The time is right to consider adding call recording and/or quality monitoring to your services portfolio.

Get started today!