Why VoIP Call Recording is a Good Thing

The typical call center employee may think that staying on the phone with a customer for more than five minutes is too long. What would they say about 10 hours and 29 minutes?

According to a Nexogy blog post, a call center representative with Zappos stayed on the line with a customer for this exorbitant amount of time in late 2012. While some may view this as an excessive waste of time, the company simply categorized it as another day in its quest to maintain excellent customer service for all.

This type of service has built Zappos a legendary reputation in the customer service market. This time spent on the phone also demonstrates a trend that tends to be resurfacing in the customer service sector – customers want to talk to a live agent. And, according to a 2011 Consumer Preference Report from Forrester (News - Alert), the level of service provided over the phone can make or break a business.  

The technology in the call center is vital when it comes to engaging customers, attracting new business and growing the existing business. These dynamic environments need technology solutions that are effective, reliable and affordable. One of the most important features within any of these solutions is the ability to monitor calls for valuable reporting.

To that end, call centers are embracing VoIP call recording technology. These organizations are already managing calls over the IP network; why not embrace the technology to capture those calls for training, compliance and data mining?

In fact, VoIP call recording is one of the most important technologies the call center can adopt. Aside from the training and compliance benefits, call recording can also track calls according to date, the time of the call, the phone number attached to the call, the number dialed, the call location and the content of the call.

When used effectively, VoIP call recording can provide information that can improve operational efficiency, drive sales, identify problems in customer service workflows, provide examples of both good and bad calls and settle a dispute with a customer if one should arise.

To that end, a number of companies are turning to SIP Print to meet their VoIP call recording needs. Its expanding portfolio of solutions helps clients meet the growing demand for call recording to meet legal and compliance regulations, while also catering to the growing market for gathering business intelligence from call data. With turnkey implementation, companies of all sizes can improve operational intelligence with just the click of the recording mouse.