3 Ways Telephone Recording Is Critical For Business Management

by Craig

Telephone recording is one of the most important weapons for any company manager who’s worth his salt, as phone conversations are the most common among all the types of corporate correspondence.  In this article, let’s talk about the what, the why and the how of phone recording for managers.

We all know that we are living in a dog-eat-dog world. Moreover, this universal consensus cannot be more true in the field of business. Thus, having an efficient and reliable system to record corporate correspondence is essential to either avoid conflict, or when needed, mitigate it.

There are many specific instances where recording phone calls are critical for optimal business operations. Let’s have a short rundown of the most common ones:

[1] Customer Support

Recorded customer support calls serve a three-fold purpose. First, they serve as a useful log of statements made by the customer, which allows multiple specialists to help a customer without causing confusion in any level of the corporate hierarchy. Second, each recording’s contents also serve as a gauge for the company’s ability to deliver customer satisfaction. Third, it can, in most cases, be effectively used as court evidence, should any serious misunderstanding arise.

With these, you will learn your organization’s strong points, along with opportunities for improvement.

For more information about laws that apply to telephone recording devices, you may refer to a previous article, “Is It Legal? How Phone Recording Device Laws Apply (or Do Not Apply) To You”. This article contains an overview of the legalities of this process.

[2] Employee Performance Monitoring

Through telephone recording, an employee’s performance can be gauged when nobody is looking. Of course, daily reports and feedback from co-workers are good metrics. However, it can be said that these documents can reflect, at best, an employee’s performance with his best foot forward. What a manager needs to see is how an employee conducts business when he is not conscious of the manager’s presence – and listening to his calls can do just that.

With these, you will have a better idea on who to promote and who to (unfortunately) fire.

Moreover, it may actually be better if this process becomes known only to the managerial ranks. However, you will need to make sure that this move will not cause negative effects on the organization. Please refer to a previous article, “5 Steps to Discreetly (and Legally) Record Phone Calls”.

[3] Effective Time Management

A vast majority of American businesses today are hounded with irrelevant and unsolicited marketing calls, so much so that the business phones seldom stop ringing. More often than not, this unfortunate phenomenon is counterproductive. That is, managers should be reduced to answering phones all day. Instead, they should be helping subordinates do their job well. With a telephone call recorder, you can easily screen all unrecognized callers. You can save their messages, and listen to them later in the day when you’re not as busy anymore.

Telephone recording lets you spend time on things that matter the most.

Now, there are many types of recording devices in the market today, so much so that it can be very confusing. To help you with that, you may read a previous article, “How to Choose the Telephone Recording Device that’s Right for You”.

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