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Benefits of Recording Business Calls: Invest in Call Recording Software

25th February 2020 Learn

Considering recording business calls? You are on the right track. Utilizing a call recording software is becoming a common part of running a company. This is because recorded calls can help with training new employees, identifying areas of weakness, and protecting your enterprise from liabilities and scams.

Call Recording Software for Business Communications

More and more companies are investing in call recording software. This is primarily to document incoming and outgoing calls and prevent the loss of important customer data. Additionally, transactions and purchased records act as receipts. But the important part is that recording makes this information accessible in the future. It can, then, be referred to resolve doubts or concerns and set the record straight.

Global Call Forwarding’s Call Recording software lets you record 100% of calls and stores them as MP3 files for up to 6 years. You can add this feature to your inbound or outbound calling plan. And you can adjust the recording percent to whatever your needs require.

Let’s look at some of the main reasons why corporations are recording business calls.

Record-Keeping Made Easy

With call recording, you can keep track of incoming and outgoing calls, and why these calls were made. This can then be referred to in the future to resolve an issue or to study consumer behavior. For example, you can identify a common issue with your service if a good percent of incoming calls revolve around that issue.

You can also use recording software for call tracking purposes. Call tracking is where you make a note of call timings, call lengths, average handling time (AHT), where calls are coming from, etc. Such metrics can teach you more about customer preferences — such as preferred calling times and days, and more — which will help you serve them better.

Quality Assurance

Recorded calls make for great training material. Call center managers and team managers can study past calls to review their employees on call. This can help identify successful sales tactics or areas of error. Some common points to focus on when conducting performance analysis are:

  • Is the agent sticking to the script or wavering too far?
  • Are they able to answer customer questions and doubts?
  • Is the interaction positive or dull? And so on.

Then, you can re-train employees with real examples to encourage them to meet your standards. You can also highlight good customer service behavior and reward agents who do well. This further incentivizes other employees to follow suit. Call recording, therefore, can improve quality assurance.

Protection From Liabilities

Lawsuits are a common occurrence in the business world. And record-keeping is one way to deal with possible future issues. Call recordings can, therefore, function as evidence to prevent personal or business liability or to resolve an issue that can land a company in jeopardy.

Compliance Requirements for Financial Companies

Corporations offering financial services are required to be in compliance with different regulations, depending on their location and who they are doing business with. The MiFID II legislation is for EU-based companies doing business with EU clients while the Dodd-Frank Act is focused on US-based services and customers.

In addition to this, different countries and states have different compliance laws that state the nature of consent required. For example, some countries ask for written consent by both parties before calls are recorded while others accept verbal consent. The GDPR compliance is one such important rule. These rules must be kept in mind when utilizing a call recording software for business.

Increase Efficiency and Productivity

Reduce errors and miscommunication with a call recording software and improve office productivity. Sign up for a new business number with us or port your existing number to Global Call Forwarding and add Call Recording to your business communication system. Not convinced yet? Contact us to learn more.

Secrets of Using a Toll Free Number to Boost Your Business Calls

16th May 2019 Tech, Tips

Do you have a toll-free number for your business? If you do, then are you using it to its full potential? Toll-free numbers can benefit your business in numerous ways, and most importantly, they can boost your business calls.

Smartphones ended the era where we memorized phone numbers. If people are no longer memorizing the phone numbers of loved ones, do you think that they will remember the phone numbers of businesses? Definitely not. A company that relies on phone calls to find new customers could suffer from these problems if they are not using a toll-free number in their marketing campaigns.

The digital age had a very quick rise to the top, and many businesses shelled out a lot of cash to increase their search rankings or spent a lot of time trying to find followers on social media. Many companies realized that marketing online is not easy and have now turned back to traditional channels of marketing. Currently, there are more radio, print, and TV ads because they are secure means to measure ROI. Broadcast, print, and television can help to get your name out to potential customers, but if you’re looking for callers, then they need to get your phone number, too.

Making Your Business Number Memorable

So, how will a potential customer remember your phone number when they won’t even bother to memorize their mother’s phone number? The answer is with a vanity number!

A vanity number is the best way to get a customer to remember your phone number. Vanity numbers are toll-free numbers that use the letters that are placed on a phone’s keypad to spell out something related to your business. For example, if you are a baker, you might use 1-800-COOKIES. Vanity numbers stand out among the crowd and don’t look funny printed on an ad or spoken about on television. Many successful companies will attach a jingle to their vanity phone numbers when advertising on radio and television as a new way to help commit the phone number to people’s memories.

Using a Toll Free Number for Business
Source: Stockphoto.com O#23559 – ID#100211230098

Vanity Numbers Have Seen a Rise in Popularity

Vanity numbers are gaining popularity again because they are so simple to remember and can be used anywhere. If you’re driving past a billboard, you can memorize a vanity number, or if you’re listening to a radio ad, you can memorize a vanity number. Vanity numbers and toll-free phone numbers have always been an excellent choice for businesses, but the recent gain in popularity means that the best names are going fast, so don’t wait to secure the best vanity number for your business.

Make it Easy for Customers to Contact Your Company Using a Toll-Free Number

Customers do not want to put in work to contact your business. And why should they? It is your job as an excellent company to make it easy for them to get in contact with your business. Your company should advertise its number in as many places as possible so that it is not hard for your customers to find it. It can be very frustrating for customers when they can’t find a way to contact a business. Once they find your number, make sure that you are available for their calls at any time of the day. Toll-free vanity numbers are also beneficial to customers because it does not cost them anything to call a company. A customer probably won’t choose your business if they have to pay to get in touch with you when they can call another business for free.

Vanity and toll-free numbers are also great for credibility. A customer will assume a company that uses a toll-free number is a large company or corporation, but in reality toll, free phone numbers are so affordable that any size business, whether it is a very small start-up or a large corporation, can afford to get one. If you are working from your kitchen table, you can still have the same credibility that a Fortune 500 company has, and that ability will give you an edge over your competition.

5 Ways to Increase Your Sales with a Business Phone Number

14th May 2019 How To's, Tips

Communication is critical in all relationships across the board; not only does that include your mom, your coworker, and your spouse; it also includes your customers. How is your business communicating with your customers? Are you offering your customers multiple ways to get in contact with you? Do you think that an email address is sufficient? Learn five different ways to increase your sales with a business phone number.

Businesses have been changing a lot in recent years in order to keep up with the ever-evolving digital landscape. One thing that hasn’t changed is the need for a business phone number. Nothing will ever replace speaking one-on-one with another human being who knows your business, in and out. If your company does not have its own phone number, then you may be missing out.

  1. Uphold your brand’s image
    When customers stumble upon your website, before purchasing they will often look to see if there is a contact number on the site. This ensures that if there is a problem with the order or product, they will be able to get in contact with someone who can solve their issue. Email addresses are okay, but having a phone number is much better because it lets your customers know that they can get in contact with you at any time of the day that may be convenient for them. Think of your friends; the ones that are the easiest to get a hold of are the ones that you are going to spend the most time with. As you would build a relationship with a friend, you can also create a relationship with your customers.
  2. Use your business number as a marketing tool
    A business phone number can not only be used as a tool to communicate and make a sales call, but you can also use it to track your marketing efforts. Wherever you advertise your business phone number, whether it is on your website or business cards, you can track where the phone calls are coming from. If you decide to use more than one number or change the extensions, you can place different numbers across each marketing effort. For example, if you were to create a billboard with one of your business numbers, you could track all the phone traffic from that particular number and compare it to the business phone number that is advertised on a flyer.
  3. 5 Ways to Increase Your Sales with a Business Phone Number
    Source: Stockphoto.com O#100179306428 – ID#10020014405

    Use it to solve complex problems
    The best way to solve a customer’s problem is in person or over the phone. It is easy when you have this voice-to-voice interaction because a customer can explain their problem in detail. They also will not have to endure long wait times during a chat space or over email. One phone call can solve many issues in a short period of time.

  4. Build a relationship
    Outbound calls aren’t the easiest way to make a sale, but it is still possible to do so today. When you make a sales call to a customer, you are able to listen to them directly. You hear what they have to say, how they say it, and you clearly can decipher what they want and what they need from your business. When you can gauge your customers on this personal level, you are able to create a better product to suit your customers’ needs. You will need to invest your time into making these outbound calls and forging these relationships, but it will be worth it to create a better product and see it sold to your original customers and the customers you gain through word of mouth.
  5. Easy to remember
    When choosing a business phone number, it is better to choose something easy to remember. A phone number that sticks in the mind of your customers will ensure that you have a steady stream of calls from customers. You can make your phone number easier to remember by purchasing a toll free number or a vanity number, or if you already have a number, think about adding a jingle to the number in commercials and web ads. Adding a business phone number will help you increase your sales.