Should Your Answer Phone Service Record Customer Calls?
Posted: Jan 05, 2019
Having an answering service at your disposal, especially if your business has just taken flight is always a boon in terms of keeping your communication avenues strong. Then again, you must always be on your toes when it comes to quality control since communication is what matters the most when it comes to a fruitful business.
An answering phone service for small business is always an advantage in terms of the affordability as against hiring your very own team of communications or customer care assistance. Apart from this, the service providers give you the added advantages of being able to give customers 24 hours or after-hours assistance, bilingual assistance, and even the assurances of never missing calls.
This being said, the answer phone service that you go in for must have the added feature of being able to record all of your client call for your benefit. If you are in two minds about getting this feature opted, here are a few reasons as to why this might just be a great idea for your company.
Customers Come First
In case your customers have any grievances or are not happy with the assistance that was provided to them, it is always good to hear both sides of the coin to discern where the mistake has occurred, in order to rectify it. As a business proprietor, you must be able to hold the fort as far as customer relations are concerned since they are what keep your business going. In such cases, recordings help sort out the miscommunications and ensure that your clients aren’t left disappointed with your services.
If at any given time you end up having a hunch that the answer phone service that you’ve hired is not doing a good job, it is always wise to review the customer calls in order to ascertain the fact that the services are in place, making sure the job is done well. In case you sense that the numbers are falling and there have been gaps in the communication, you can instantly go across the recorded calls in order to determine where there is a possible glitch.
It is Legal
If you’ve hired an answering phone service for small business, you don’t have to worry about the federal wire-tapping laws in the case of recording customer calls since there is a disclaimer at the beginning of each call that notifies the caller about the call being recorded or monitored. If the caller has a problem with the fact that the recording is underway, he or she may disconnect the call or give consent by moving forward with the call. There are no illegalities in this process for you to worry about.
Studying the Patterns
In the due course of reviewing your calls, you might be able to sense frequently asked questions or types of assistance sought the most by your callers. This will help you effectively tailor your menu options and on-call protocols so as to help your clients have a better calling experience.
This can also be true in case of changing the scripts or greetings when it comes to instructing the service operators for improvements in calls. This can also help you discern whether any of the operators are frequently making errors, in order to instruct them or correct the situations.
Proof against Troublesome Customers
In the event that a client or customer is harassing you or bending the truth with relation to a conversation they had on the phone with an operator, you can listen to the recordings and hold it as proof against the false accusations of the customer.
These are a few essential pointers that make it extremely important for your business to ensure that the answering service that you choose has the call recording feature activated.
If you are looking for the best answering service company, then the author of this article recommends Sunshine.