Call Recording Benefits for Small Business

Imagine that day you're out of the office and an email pops into your mobile's email inbox from an unhappy customer.

You've known the customer for years and they are a very lucrative account for the business.

Now imagine the email, it states that a member of your team has misquoted a price for a product and that the staff member has tried to charge a higher price, which is in fact the correct price for that particular product.

The customer is upset and threatens to take their business elsewhere stating that you promised a price and therefore you must stick to the deal.

You return to the office later that afternoon and discuss the problem with the sales person who has been accused of providing the wrong price.

In discussion, your sales person says "I never misquoted, the price I charged was the price I quoted on the telephone last week."

You now have a dilemma, who do you believe?

Do you:

A) Credit the customer the difference to keep him happy.

B) Believe your sales person and potentially lose your customer

C) Believe the customer, discipline the sales person

D) Do nothing.

Whichever option you take someone loses out.

Buy a voice recorder and dispute resolution is evidenced by the truth. You can quickly search and play back the call and bring your complaint to a conclusion.

Call recording not only protects your business commercially, it protects your staff and the customer. Therefore everyone involved benefits from a call recording solution.

Fraud Protection

If you are processing orders over the phone the you are not required at present to record calls. However a recorder will deter and prevent fraudulent activity when taking orders using the telephone. PCI compliance (payment card industry) is more than likely going to enforce mandatory recording at some stage in the future due to large amounts of fraud taking place using stolen credit cards.

Training and Quality Control

A very popular tool for maintaining quality and improving customer experience is a call recorder. By monitoring calls made you can address staff training, enforce call scripts and processes and most importantly develop and improve your staff's skills on the telephone.

If your staff are selling, appointment setting, generating leads or market intelligence a call recording solution is a sound investment with clear ROI. (return on investment)

If you are looking at voice recording solutions contact the guy that wrote this article for expert advice. Google Denwa, call us and ask for Rob Scott.

Looking for a call management solution? visit us here: Call Logging Software

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