Whenever you call any business number, one voice you hear is, “this call will be recorded for training and quality purpose”.
Why business or banks record your phone call with them?
Well, there are various reasons behind this and you need to understand those to understand the logic behind this. Although in few countries, due to user privacy, the government doesn’t allow to record the phone call while in many countries it is legal with a notice.
We are going to talk about the various reasons behind recording the phone calls. There are various apps to record phone calls and companies use the same.
Let’s start and see the top 4 reasons why they record and monitor your phone calls. These are the ideal reasons but the truth is beyond it as well. With the enhancement of technologies, these phones are also being analyzed for the business enhancement.
#1 Lost calls is proportional to lost business
Yes, it is the famous line said in the business community- the lost call is lost business. Understand this like below.
Let’s say you are providing some service and someone has called you to inquire your service and buy. And in between the line got disconnected then you won’t be able to track back and ultimately you’ll lose business. With the software to record the call, the app will alert you while you’re leaving the call or about to be aborted. It also stores your customers’ details which can be used for the follow-ups.
#2 Improve Customer Service
This is the best use of any recorded calls. With the technology, companies are now analyzing the calls and finding insight from it. Also, at the end of the call, usually the customer agent will ask you for some automated feedback. The companies also analyze those feedbacks and check what went wrong.
Recorded calls also help you check how your customer agents are working. Whether those are able to handle and resolve your customer’s query or not. Based on these feedbacks, you can make your service and product better.
#3 Regulatory Compliance
There are several government regulatory bodies which ask the companies to record the procedure and transaction. When the calls are being switched, those need to be recorded to adhere the government bodies.
For example, in a call center when some products are being sold then the call center usually transfer the call to the quality assurance team who ensure that the transaction is getting done in a legal way and the information provided by the agent are real and valid.
#4 Fair communication and security
Usually, when customers are angry they use some language which is not recommended. Or sometimes support agent treat customer in a bad way and so if the call is recorded, both the parties ensure fair communication which helps in future as well.
Even if a party takes any legal action on other parties with some false allegations, the recorded calls can be the best help in such cases.
These were the top 4 reasons why the industry, banks, or any regulatory body record users’ phone call. Most of the time, it is due to regulatory indications or to improve the service. But nowadays it is also being used in the legal matters.