Do You Need Mobile Call Recording Capabilities?

Technology has drastically changed the way that we work. Smartphones, in particular, have enabled us to work just as well on the go as we can in the office. We have access to all of the office applications we need at our fingertips and can keep in touch with clients and colleagues via voice, email, instant messaging and social media. Because of this, more and more of us have been liberated from our desks and are now enjoying greater working flexibility than ever before. If some or all of your employees are located remotely, whether at their homes or out in the field, you will want to ensure that they have the technology necessary to operate effectively, regardless of their location.

So you may have invested in the best business mobiles and perhaps even equipped your employees with laptops and tablet devices. But, are you sure they have everything they need to carry out their jobs and provide the best service to your customers, whilst at the same time ensuring that your business is protected?

For many businesses, call recording capabilities are an essential aspect of their phone system. But when it comes to mobile communications, call recording is often overlooked. Let’s briefly take a look at some of the reasons why call recording software is so beneficial, if not vital, to a business…

Compliance

Many business sectors are obliged to record all calls in order to meet compliance with regulatory bodies. Organisations that are unable to prove compliance with the rules governing the proper handling of certain types of data, risk potential fines and maybe even prosecution. By recording all verbal communications, you can ensure that your business is protected.

Evidence

Call recordings can reduce corporate and personal liability by serving as incontrovertible evidence, should a serious dispute arise. Even in less serious cases, recordings can be used to quickly determine the truth of a matter and defuse the situation before it escalates. They are also a useful form of evidence, when proof of verbal agreements is needed. This could either be for legal or sales purposes.

Training & Quality Control

We’ve all, at one time or another, been informed by an automated attendant that ‘all calls are recorded and may be used for quality and training purposes’. This is because call recordings are an extremely useful resource when it comes to training new members of staff. They can demonstrate real-life scenarios, in which both good and bad customer service was practiced. Recorded calls can also be used to refresh training amongst existing members of staff, with key areas for improvement being targeted. The fact that calls are being recorded and listened to by management means that they will have a good idea of what these areas are. In terms of quality control, call recordings ensure that more errors are detected and allow important details to be checked if necessary.

Customer Service

Call recording technology promotes better customer service. This is for many of the reasons already mentioned above. Better targeted staff training, fast resolution of disputes and improved quality control all generate positive outcomes when it comes to the service provided by your staff. On top of this, there’s always the surveillance factor; when agents know that their calls are being listened to, they will naturally want to make a good impression and ensure that they are on their best behaviour at all times.

You may already have call recording capabilities with your office phone system, and if you don’t it’s definitely something worth serious consideration. But it’s also worth making sure that all company calls made and received on mobile devices are being recorded as well. This ensures a comprehensive approach, with maximum benefits.

There are various mobile call recording solutions available on the market and it won’t cost you the earth to implement. We recommend our unique cloud SIMs because they offer complete convenience with all inbound and outbound calls being automatically saved and stored in the cloud. The recordings can easily be accessed, whenever they’re required, with a simple search function and the ability to send recordings via Email for the utmost convenience. Cloud SIMs also offer a whole host of other benefits including fraud alerts, multiple numbers on a single SIM and customisable barring.

To find out more about how you can benefit from mobile call recording in Wolverhampton and the entire West Midlands region, contact us today.