Call recording is a powerful asset, delivering not just against compliance requirements but also as a tool to enhance staff training, improve employee wellbeing, and gain deep insights into the customer journey, which can drive predictive actions.
Why compliant recording is important
There are very clear use cases for call recording from both an internal and external perspective. Let’s consider the internal needs of an organisation first:
There should always be a drive for excellence in customer service, and call centre recording is one of the most important tools to help deliver this excellence, enabling the monitoring of quality within the contact centre and more widely within an organisation.
Peak operational efficiency within a contact centre is also important. Monitoring key metrics like First Call Resolution (FCR), Net Promoter Score (NPS), and Average Handle Time (AHT) is essential – when these metrics fall short of benchmarks, it is time to uncover the root causes.
This is where analysing call recording data comes into its own.
Let’s consider an example: If your call centre consistently records high AHT, a closer look may reveal agents spending excessive time collecting customer data during calls. Identifying this bottleneck allows managers to implement an Interactive Voice Response (IVR) system for data collection, streamlining processes and improving efficiency.
The ability to extract and analyse data from voice recordings in real-time transforms customer and staff support. From assisting with training and development to supporting dispute resolution, call recording is a valuable tool for improving customer interactions and ensuring business integrity.
Now let’s turn to the external needs for call recording… In some sectors there is a legal requirement to record calls – the financial & legal sectors, social care, and local & regional government all conduct recordings of cases with customers/citizens as part of their regulatory requirements. Detailed documentation of client interactions for verification and record-keeping purposes all form part of demonstrating adherence to relevant laws and regulations when compliance audits take place.
This also feeds into the customer service piece because transcripts of recordings can feed directly into a CRM so that an agent has all the information, they need to hand during a customer interaction.
What options are there for recording within Contact Centres
Call centre recording can truly revolutionise your business, offering a treasure trove of insights into your call centre’s performance.
Leading call recording solutions seamlessly integrate with your CRM and other information systems. This integration is invaluable for companies gathering customer data to deliver personalised experiences – whilst always remaining compliant.
There are two options for integrating call recording with Microsoft Teams, firstly where a customer utilises Direct Routing. In this model call recording solutions are integrated with a Session Border Controller (SBC) that acts as the link between Microsoft Teams and the PSTN network. This method controls and protects the flow of communication between the Teams environment and an external carrier, you have options for hosting the call recording solution on-premise or in the cloud.
Secondly, where a client is leveraging Microsoft Calling Plans, Microsoft essentially acts as the carrier for calls to the PSTN. Call Recording in this case is driven through Microsoft Teams using a third-party recording solution hosted within the Microsoft Azure cloud. In this circumstance recordings from calls are usually stored in Microsoft Azure and can be accessed for compliance or analysis. What benefits will compliant call recording bring to your organisation.
Pinpoint problem areas
Call recording acts as your investigative lens, allowing you to uncover problem areas lurking in your processes and conversations. By focusing on communication breakdowns that lead to falling customer sentiment your business can identify roadblocks to achieving swift solutions for your customers.
Resolve potential disputes
Customer complaints happen to every business – and being able to turn to recorded conversations can provide clarity and the evidence required to resolve disputes in the right way.
Elevate quality assurance
Monitoring quality is one of the primary reasons to deploy call recording solutions, offering a window into your customers’ overall satisfaction levels. And by leveraging artificial intelligence, you can assess sentiment both historically and in real time.
Foster continuous improvement
Recording calls allows you to gauge the health of your customer experience strategy, enabling you to identify employees who may benefit from additional support and training to align with your top performers.
Talk to Symity about call recording solutions that count
Call recording is more than an archive; it is a strategic asset that empowers your business to navigate challenges, deliver exceptional service, and make data-driven decisions.
Embrace the full potential of call recording with solutions from Symity. Our team works closely with our clients to uncover their current voice business requirements, future aspirations, use cases and customer journeys, utilising Microsoft Teams-certified Contact Centre solutions to help drive business success.
Book in a chat with our team today.
Strategic Partner Manager and Solution Specialist