“This call may be recorded for quality assurance.”  We’ve all heard it before, but what does this actually mean, and how can this quick message strengthen your customer experience and help keep you out of harm’s way? 

Back in June of 2013, we discussed how contact centers exist in just about every business.  While it may not fit the stereotypical image of a contact center, most organizations have employees that interact with customers in some way.  One advantage of email communication with the customer is that there’s always documentation of the interaction, and can therefore be retrieved at any time.  By implementing call recording into your business communications strategy you are ensuring that same level of documentation for your phone-based communications. 

While there may have been a negative stigma surrounding call recording in the past, many companies are now finding that it’s a necessity in their business communications platform.  In fact, call recording has transcended into a service known as voice documentation that protects and safeguards businesses from a variety of circumstances.  Essentially, this function serves as a tool to enhance the customer experience by first rewarding your internal customer base, your employees. 

We have determined three specific reasons why voice documentation is a no-brainer to help fortify and protect your business:

Risk Management – Obtaining documentation of every interaction with a customer is crucial when considering the number of regulations and laws that businesses face today (such as HIPAA, FINRA, PCI, etc.).  Whether the business is a dentist office or a cement company, customer disputes will always arise.  With a voice documentation system in place, misunderstandings between an employee and a customer can be resolved in a professional, simple manner while still preserving customer satisfaction. 
Training/Quality Control – The most common use of voice documentation is for training or quality control purposes.  Replaying past voice recordings is one of the best ways to teach new employees the “dos” and “don’ts” when interacting with customers.  Management may also use these recordings to keep current employees constantly trained, updated, and confident to ensure the highest quality experience for the customer.  In today’s world of social media and instantaneous feedback, where delivering a first-class customer experience within every interaction with your company is more critical than ever, this is truly a game changer.
Archiving/Verification – Documenting phone-based communications can also provide a reference for employees to use even after they have hung up the phone.  Voice recordings can be searched and found just as easily as an email thanks to the organized archiving functionality that is provided with the service.  Employees have found that the easy access to these recordings allows room for collaboration with other employees, verification of details, and an overall improved knowledge of the customer needs. 

Voice documentation is available in both Cloud-based and on-premise VoIP platforms; with the latter providing a bit more flexibility and granularity.  While voice documentation costs may vary on each of these platforms, it’s important to realize that this function provides a vast amount of room for customization.  In other words, companies like ETA can help you create a voice documentation strategy that fits best with your company needs.  This is where you will begin to consider how much recording storage your business needs, which employees need the recording functionality, and if you prefer automatic recording as opposed to on-demand recording. 

The implementation of voice documentation into your existing business communications platform is not only necessary, but it’s easy to do.  Within the Mitel on-premise VoIP systems ETA supports, voice documentation is available using a number of plug-in platforms, such as Oaisys, Verint, and Xarios. These platforms provide a wide range of solutions that can be tailored to the needs of your business.

Businesses have become increasingly aware of the benefits and advantages of using voice documentation. When documenting all phone-based communications with your customers you can control liability threats, improve employee performance, enhance the quality of your client interactions and develop an archiving tool all in one shot.  Voice documentation is a simple way to ensure that your employees feel protected and knowledgeable at all times, enabling them to consistently deliver a better customer experience.