We have all heard automated telephone greetings including statements such as, “This call may be recorded for quality assurance purposes.” There is increased recognition of the value to be gained from call recording today. Accordingly, there is a recognized need to move beyond the associated negative stigma and refer to it as voice documentation.
Email communication is an important part of the daily communication for most businesses today. Email is quick and efficient while providing a documented audit trail of the communication. However, when compared with voice communication, it misses the immediate real-time response and the between-the-lines meaning that is inherent to voice expression and tone.
By deploying voice recording in your business communication system you can gain the benefits of both worlds, maintaining the personal touch of voice communication while having documentation for future reference.
Whether you are an automotive, construction, education, healthcare, hospitality, industrial, or manufacturing organization, there are tangible benefits to deploying voice documentation. Here are five specific reasons why voice documentation is a valuable tool to protect and enhance your business:
- Resolve Disputes
With a voice documentation system, a misunderstanding between an employee and the customer can be quickly and professionally resolved. The voice document for the call can be easily retrieved and an extract of the call emailed to your client to confirm details.
- Demonstrate Compliance
Obtaining documentation of each interaction with a customer is often crucial. For many organizations it is necessary to demonstrate that regulatory guidelines have been followed.
- Monitor Quality
Review calls to ensure that all clients have been dealt with professionally at all times. Replaying past conversations is a great way to teach new employees and keep current employees trained.
- Improve Performance
Work with staff to develop their telephone and telesales techniques. In today’s highly competitive environment and the impact of social media’s instant reactions, delivering excellence in customer experience is paramount.
Share conference calls and online meetings with business colleagues.
Voice documentation is available for analog, digital and VoIP business communications platforms. Integration into your existing telephone system is not only necessary, it is easy to do.
The advantages of using voice documentation are abundantly clear. 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.
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