Mobile phones have changed the way businesses operate - users expect instant access to information, while customers want action immediately, whether it is to resolve a problem, seek advice, or buy a product. It’s no surprise that mobile phone usage among enterprises has increased over the years.
The rise in mobile calls brings up a new problem for companies. Many businesses have recorded calls in the past for quality assurance and legal reasons and there are multiple solutions for recording calls on traditional landlines, even if they can be expensive. But, how do you record calls when many of them happen on mobile devices? Perhaps more importantly, should you even bother doing it in the first place?
The answer is yes. You should record calls made with mobile devices and here are 5 reasons why:
For most businesses, support and sales form the majority of incoming calls from customers. These are your most profitable calls as well. Customers who have a good experience with your organisation are more likely to tell others about your business. Conversely, a bad experience can also affect future sales. As such, it’s vital to monitor phone calls to evaluate and improve the customer service process.
How can you do that if you do not have access to old conversations? If you record phone calls, you can analyse them to check for quality assurance. You can track how well customers are treated by staff members.
· Do employees spend enough time resolving customer problems?
· Are staff polite and courteous when interacting with customers?
· Are customers satisfied with your service staff?
You can find the answers to these questions by storing and analysing phone calls.
Recording mobile calls can be an invaluable training and performance evaluation tool. When you have new employees, you need to train them to answer phones. They need practical experience. Replaying phone calls by experienced workers can showcase the process better than any manual instructions. Trainers can highlight techniques that work with customers or strategies to cope with angry clients.
Businesses can also use call recording to evaluate employee performance. Supervisors can use the data to show employees the right and wrong way to resolve queries. They can be useful when deciding on promotions or compensation for staff – and, for discovering new selling opportunities.
Recording and storing phone calls can also reveal key business insights. Most people do not have perfect memories and tend to forget details. Sometimes customers have valuable feedback that can help companies develop better products. But the information is lost if employees do not remember it. With call recording, you can easily go through each interaction for creative solutions.
Businesses can also find ways to improve productivity or sales by examining phone conversations. Consider the following situation. Suppose a company has launched a new product and is looking for ways to advertise it. A quick review of recorded support calls shows that employees can promote the new product to existing customers and drive sales – but are they doing so effectively and consistently, with the right messages? What innovations can be introduced to learn better messages and to enhance performance and service delivery? Many staff have ideas that contribute, so the ability to review such innovations can help everyone deliver better. But if you don’t capture and store conversations in the first place, you won’t have the opportunity to learn and improve.
Another important reason to record calls is to keep accurate audit trails. Businesses may want to keep customer conversations on file for several years for legal reasons. It can also protect companies from lawsuits and legal action for any reason.
Suppose a business is being taken to court by a customer for breach of contract. Having access to recordings means the company has evidence to show they have not made a mistake. While this is not something that happens every day, businesses should take every opportunity to protect their interests.
So far, we have seen several reasons why it’s a good idea to record mobile calls. Even if a business thinks it is not worth it, soon you may not have a choice. Several countries have passed legislation that makes call recording mandatory for organisations. The Personal Data Protection Act (PDPA) for data protection in Singapore, the General Data Protection Regulation (GDPR) and the Markets in Financial Instruments Directive II (MiFID II) have made headlines in the recent years.
The PDPA and GDPR affects any business that operates in Singapore and/ or the European Union (EU). The Personal Data Protection Act sets out the law on data protection in Singapore. Apart from establishing a general data protection regime, the Act also regulates telemarketing practices. The regulations are designed to protect customers and companies have to maintain compliance. Businesses are expected to have reasonable safeguards to protect certain types of sensitive customer data. In many cases, that means if you record phone calls, you also have to take additional measures to ensure they are stored effectively and can be accessed or deleted when required.
MiFID II covers the financial industry and finance professionals. It broadens the scope of older regulation to cover all asset classes (stocks, derivates, currencies, etc.) The regulation imposes stricter reporting requirements that are aimed at improving transparency in the market. Bankers, institutional investors, traders, and other finance professionals fall under its purview. According to this legislation, businesses have to record all phone calls and retain them according to specified rules.
Given that a growing number of business calls take place over mobile phones, how can you record them? A network-based solution like Touch Call Recording Service is the best choice for most businesses. It works seamlessly in the background and does not need manual intervention. It allows businesses to record and store audio calls in secure data centres. It ensures access is provided only to authorised users and that businesses do not have to struggle with mediocre tools that are not fit for purpose in the modern working environment. The Touch recording service does the work, so you do not have to. Get in touch today and see the Touch advantage yourself