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Call Recording: Why Your Business Needs It to Improve the Customer Experience

Does your company interact with customers over the phone, either by selling your product/service or providing support? If you’re like many businesses, a significant portion of the customer experience is conducted over the phone. If you’re not already recording your calls for training and quality assurance purposes, it’s a good idea to implement call recording with your phone service.

Recording calls is valuable for training purposes, coaching team members on the best way to handle customer questions and concerns, and identifying areas of opportunity that can improve the customer experience. While we would all love for our customers and employees to be happy 100% of the time, the reality is people are human and make mistakes—both employees and customers. By recording your phone calls, you have a record of these interactions that you can reference. Think of these recordings like your business safety blanket.

In the past, utilizing a call recording service for your business phone service was expensive and complicated, but cloud phone systems, such as Nextiva, have changed the game. Cloud phone systems have simplified the process and dramatically reduced the price—a win-win situation for businesses. If you’re a current Nextiva customer interested in utilizing this feature, it can be easily added to all of our Nextiva Office plans for a small monthly fee.

Also, with a virtual phone system, you have more control over when your calls are recorded. Below are the recording modes available to you:

  • Always: automatically record all your calls in their entirety
  • Always with Pause/Resume: To automatically record all your calls with the ability to pause and restart recording during the call
  • On Demand: Record selected calls
  • On Demand with User Initiated Start: This mode differs from all of the other modes in that the recording of the call is not started until you record the call. Once the call is being recorded, the pause/resume and stop functionality become available

Nextiva keeps all of your call recordings for six months with your cloud phone system. 

An important thing to note, if you plan to take advantage of the benefits of call recording for your business, there are a few things to keep in mind to ensure you adhere to the law and properly notifying your customers. Many states require that you notify a customer when a call is being recorded, with a friendly reminder such as, “To ensure Amazing Service, this call may be recorded,” so make sure to check the call recording laws in your area. It’s always better to be safe than sorry!

If you’d like to learn more about recording calls for your office phone system, give us a call at (800) 799-0600 and we’d be happy to discuss the benefits to your business in more detail.

About the author

Yaniv Masjedi serves as Nextiva's CMO. An avid reader and lover of all things marketing, leadership, and personal growth, Yaniv is obsessed with creating strategies that drive awareness, strengthen brands, and create customer-centric culture. To get in touch, follow Yaniv on LinkedIn.
 

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See how Nextiva will transform
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By providing information in this form, you agree to Nextiva's Privacy Policy


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