Why Call Recording is Necessary in the CRM Industry
In such a competitive – and high volume – telecommunications industry, call centers and customer relationship management, or “CRM,” companies need to find ways – and utilize all resources – to improve performance and stay dominant in the industry.
And, according to SIP-based VoIP call recording provider, SIP Print (News - Alert), the act of recording calls makes sense as a way to maintain compliance with stringent laws and regulations, while competing for the top spot in the CRM industry.
While large enterprises could generally afford the technologies to meet regulation and law needs, smaller companies were shut out of the market, SIP Print officials said, adding that now, with SIP Print’s VoIP call recording system, every business – no matter how big or small – can have a world-class yet affordable system to meet and overcome regulation tasks and challenges.
Businesses today, by facing regulatory requirements, are expected to record phone calls for proof of conversations, record of transactions and evidence if an event were to arise that needed accurate, undisputable documentation.
SIP Print officials said that many companies also deploy call recording systems due to the lowest cost, but highly effective way to demonstrate a pattern of compliance.
When customer satisfaction is a main focal point of a CRM company’s operational results, utilizing a call recording system is a way to prove to new – and existing – customers just how successful a CRM company can be for its customers.
“Using SIP Print to increase customer satisfaction drives operational efficiencies, reduces costs and reduces employee attrition,” company officials said, adding that call center and front line employees can also improve their sales approach and delivering by listening to past calls and sales situations.
Additionally, SIP Print’s VoIP call recording system allows sales agents and managers to evaluate and improve the effectiveness of customer service policies; ensure CRM company employees provide the promised level of customer service; and create positive customer interactions that create a successful and productive business.
With legal issues such as lawsuits, recording telephone activity provides legal protection for any company that gets itself in a legal bind. By using a VoIP call recording system like the one offered by SIP Print, the company and consumer are both protected by the recorded – undisputable – conversations. “SIP Print helps companies limit liability by documenting verbal requests and authorizations, verifying contractual compliance and arbitrating disputes,” company officials said.
So, not only can a company improve productivity by being able to review calls to increase sales approaches and sales turnovers, but a CRM company can also protect themselves and stay proactive, should a problem ever arise.
Kelly McGuire is a TMCnet Web editor, covering CRM and workforce technologies, and anchor of its daily TMC Newsroom video broadcast. Kelly also writes about eco-friendly �green� technologies and smart grids, compiling TMCnet�s weekly e-Newsletters on those topics, as well as the cable industry. To read more of Kelly�s articles, please visit her columnist page.
Edited by Kelly McGuire
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