Call recording with HPBX — why and how

Almost all IP telephony providers offer the ability to record calls and conversations.

Below are some reasons why you should have it in order to improve sales and customer service quality.

I have the functionality, but why should I record calls?

To evaluate your employees

Mark and Sergio are sales representatives. Their job is to take incoming calls from warm clients and finish the deal. However, Mark averages eight deals a month, while Sergio can only complete three. Mark is clearly the superior worker, but the HR specialist that goes over their year-end stats needs more information. So she has a suggestion for the company director: they should record all calls. That way they can see exactly what differentiates Mark and Sergio — and they can use that information to personalize training for the two.

To train newcomers and veterans alike

Mark has eight deals under his belt; Sergio only has three. The director makes a decision: they will have Sergio listen to Mark’s conversation recordings so he see where he needs to improve. They’ll then use those same recordings on Monday so the new employee they’re hiring has a live example to follow and learn from.

To analyze client requests

The project manager takes some time to think about the situation and realizes that Mark and Sergio have just 11 deals between them. They get plenty of incoming calls, but most clients turn them down. Something must be wrong. Why are those clients choosing competitors? The PM has a chat with his sales reps: “Hey, do you guys have recordings of your calls? Let’s sit down and listen to them.” That way they can all figure out where clients are finding out about the company and what attracts them to it. And that information is critical for the marketing and promotion staff.

To sleep well at night

The lawyer’s job is to make sure the company doesn’t run afoul of oversight agencies. With that in mind, she gives the director two reasons why they should turn on call recording. First, she says, it’s the law. Second, she asks if he remembers the time last month when an angry client nearly sued them. He only calmed down when they told him the conversation was recorded and played it back to show that his concerns were unfounded. And that was the last they heard of him.

In a word, recordings of conversations with clients are founts of information, but dealing with them can be tricky: you have to save them, process and analyze large quantities of information, and sometimes even spend lots of time and money.

Recording calls with HPBX

IP telephony streamlines the process. Conversations are recorded in real time, meaning that you can find any call with any particular client, analyze it, and figure out how best to improve the service you offer your clients. You can even leverage that data to offer clients new services that weren’t previously in your company’s arsenal.

Some countries require you to inform callers that their calls are being recorded. You can do that using the IVR: just add a quick note to the voice menu letting callers know.

Using HPBX means that conversations are stored in the cloud or on your company’s servers. The recordings can take up significant amounts of space, so some companies prefer to keep that under control by only saving recordings for the last 30 days. Everything from before that is deleted. Dzinga also lets you store as many conversations as you want. Just turn on call recording — all it takes is one click! — in your account, after which all your recordings will be available for you to listen to or download.

Mark and Sergio were a little frustrated at first: “You’re going to record our conversations? What, you don’t trust us?” But the director laid out the team’s concerns until they realized there was no other option. On day two Sergio listened to a call he’d had with a client, his face changed, and he immediately took a half-hour break to think and smoke. “Now,” he said, “I see why clients don’t buy anything from me. I have some work to do.”

Conclusion. Call recordings are important for a variety of departments, from sales to HR to marketing. Even your lawyers will thank you. And with Dzinga you can forget about data restrictions regardless of whether you have 100 or 100,000 recordings — and you can keep them as long as you need. Recordings can be listened to online or downloaded to a computer. Just make sure you have someone to listen to them.


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