Five Reasons that your business should be using Mobile Call Recording.

A mobile phone recording solution empowers a business to not only protect themselves and remain compliant, but also aids them in completing effective employee training and improve future customer experience.

As businesses are adapting to new ways of working post Covid-19, it is important to be able to make and receive FCA complaint calls, no matter where your employees are based. With VoIP cloud hosted phone systems becoming a preference for businesses ahead of the big BT switch off in 2024, it is important now more than ever for businesses to be arming their employees with the correct software and protection to be able to complete their jobs effectively. Whether that be a sales role, customer service team member or simply processing payments over the phone, recording all of your calls has many benefits that should not be overlooked.

We have compiled the top 5 reasons why you should consider implementing a mobile phone recording software to better improve your quality of business and protect your employees.

1. Ensure Legal and Regulatory Compliance
   Most importantly, for many businesses, the reason that you should have mobile voice recording implemented is to abide by the law. In 2011 the Financial Conduct Authority (FCA) removed the recording exemption for business mobile phones. This means that is a requirement for all conversations covering client orders to be recorded and stored securely to avoid disputes or FCA fines. Implementing Mobile Call Recording not only ensures that your business remains compliant, but also encrypts all recordings and ensures maximum security for both your customers and your business.
   

2. Prevents disputes and protects your employees
   In the unfortunate event that your business finds itself having to handle a customer dispute, having recorded calls can be imperative in getting to the route of the issue, and checking that correct information has been provided etc. Not only will the call recording support you with this, but it will also help to protect your employees against any misinformation claims or issues that may occur with customers over the phone. Call recording may also deter any employees from using non-compliant sales methods or providing incorrect information.
   

3. You will improve the quality of your customer experience
   Customer experience is vital in any business, customers that do not receive a good first time experience with your company, are less likely to return to you. Using call recording to monitor any customer complaints, identify any reoccurring pain points or generally understand the phone customer journey, will help your business make changes and improvements for the future.
   

4. Enhance Training and support for employees
   You can use call recordings to train new employees through giving examples of a good call, how to handle difficult calls and clearly demonstrate specific techniques or questions to be used in the future. Not only can call recordings be used to train new employees, but you can also use an employee’s previous calls to give constructive criticism, support and feedback that will help them improve their call presence in the future.
   

5. Capture missed information and keep it on record
   Even if you are using a modern CRM system with many fields to fill out, whilst on a call it can be difficult to capture all the information whilst also being present in the conversation with the customer. Call Recording can allow agents to refer back to calls to double check information, fill in any gaps.

We offer an encrypted full mobile call recording solution that is scalable with your business. If you are ready to implement Mobile Call Recording into your business, or perhaps you would like to know more. Contact us today to find out more.