How call recording function saved me from fail and helped to avoid a conflict with customer

I’m no different from any other director in that I often have to resolve conflicts at work. Employees argue with their managers, team leaders yell at their teams, people cross the line when chatting with each other, and all that finds its way to my desk. In retail, where everything is built on person-to-person communication, people sometimes break down. And even forgetting how frustrating it can be to handle all of those conflicts, the whole process is time-consuming. Not only that, but you can’t always get to the bottom of who’s right and who’s wrong.

We work with direct sales and end up calling other cities and even countries. Because of the sometimes overwhelming expenses that can entail, I signed up for IP telephony and the conversation recording functionality Dzinga offers. It’s simple: you connect a service, log into your account, select a conversation, and listen to it from beginning to end.

A few weeks after activating the service we had a small disagreement with a client. Our partners missed a deadline, so we didn’t get some forecasts and analysis in time — ultimately, we were too late to get involved in an important project. The top management teams took a look at the problem, and all it took was for me to produce a conversation recording that made it perfectly clear who was to blame. We were in the clear.

That wasn’t the only time conversation recordings helped us iron out issues. There are also times not directly related to conflicts that have underlined the importance of that functionality: recently an employee quit after being the point of contact for an important partner. His successor was able to pick right up where he left off after just a couple days spent listening to all his predecessor’s call recordings. Now that’s even how I onboard new employees.

It’s only been a few months, and I’m convinced that recording all our conversations has helped us immensely. Without spending much money, I gained access to a reliable quality assurance tool that saves me time and energy.