The call recording PBX feature enables users to record both inbound and outbound calls. This feature allows you to silently record phone calls in real-time. The audio data generated forwards to a given email address afterwards as an attachment. This particular hosted PBX feature is in high demand because it provides numerous benefits across all areas of business—financial, legal, administrative and more.
How better to gauge employee-customer interactions than eavesdropping on or reviewing past conversations? Managers can identify best practices and highlight weak points in customer engagement this way—plus it contributes greatly to the amount of customer history from which sales and support agents can work. Similarly, the call recording PBX feature improves quality control in that maintaining an audio archives can reveal entry errors.
When an employee nears the date of his or her performance review, call records can help managers assess that employee’s sales or support efficacy. As well, recordings of exemplary customer servicing can be given to new hires for studying or mimicking. This works particularly well for developing standard responses and protocols among staff, making all controls predictably professional.
These days, everybody looks for excuses to sue. Miscommunication can lead to various consequences, some of which escalate into a legal problems. Businesses can protect against this by documenting all interactions and recording phone conversations. Call agents simply need to insert a privacy clause into the IVR or mention it before recording a call.
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