How to Use Call Recording in Your Business?

Yeastar phone system can all be set up to automatically detect every phone conversation made on your phone. You can record and listen to all inbound and outbound calls easily via intuitive interfaces. Better yet, Yeastar call recording is free of charge on both P-Series and S-Series.

Managing and monitoring call recordings offer your business several benefits including:

Training opportunities
Dispute resolution
Reviewing meeting notes, confirming order details
Compliance with regulations
Customer satisfaction

The ability to listen in to calls or play them back later is a useful feature for many types of organizations, and especially important for call centers. Read on for more details.

What Call Recording means in the real world?

1. Training Tool

If your company has a sales team, you know that training new team members can be challenging and time-consuming. The ability to listen in on sales calls with new hires makes the training process easier. It helps to turn every customer conversation into a teaching moment and elevate customer services.

You can also keep recorded calls on file to provide real-world examples of what to do and what not to do. Say you have a tough question that customers repeatedly ask over the phone, keep call recordings that show how other salespeople handled that scenario.

Live call monitoring allows you to coach on the spot and guides the call so that there are no missed opportunities.

2. Dispute Resolution

Your best protection in a dispute with a customer is evidence.

With a call recording, you don’t have to speculate. A review of the conversation in question can prove what actually happen and save you time by avoiding any he said, she said conflicting reports.

You’ll also be saving money trying to make a situation right if you can prove that your business didn’t over promise and under deliver. The ability to record calls can cut down on fraud, or at least prove that someone is trying to take advantage of your business.

3. Review and Confirmation

You know what happens in a conference call. People sometimes talk over one another as you’re furiously taking notes trying to document what was agreed upon. You then confer with colleagues after the call to confirm the details and even then, it’s not quite how you remember it.

With call recording, you can just go back and listen to it again, on your own time. Hit pause to take notes and rewind it to hear something again. This way you don’t have to waste time and energy guessing what someone said.

The same goes for sales calls. You can avoid putting in the wrong order by listening to your call with the customer to confirm order details before anything ships out the door.

4. Regulation Compliance

For industries like finance, hospitality, and retail that need to comply with Payment Card Industry Data Security Standard (PCI DSS) , Yeastar allows call recording without compliance risks.

With Yeastar phone system, call center agents can pause recording when customers share sensitive data, like CVV numbers, and resume recording afterward. This ensures no private data is recorded, while agents can continue the call and provide service. Pausing and resuming can be done quickly by pressing a button or dialing a code. This pause-and-resume feature helps balance great customer service with maintaining customer trust.

Depending on what industry that you’re in, government agencies may mandate that you record phone calls for compliance with their regulations. So remember check with your local, state, or federal laws to see if call recording is mandatory for your business.

5. Customer Satisfaction

Call recording and monitoring allow you to ensure that your company’s core values, code of conduct, and goals are being met by all associates in your organization.

Informing customers that calls are being recorded for quality purposes will give them peace of mind that they’re being taken care of and that they’ll have recourse if service doesn’t live up to their expectations.

Call recording can help your business become more efficient, serve your customers better, reduce liabilities by counteracting fraud and disputes, and increase conversion rates on sales calls.

With call recording and monitoring, your business will gain access to invaluable information to pinpoint issues in your business and provide you with a great way to properly train your employees so that they’re performing their best and keeping customers happy.

Advanced Call Recording Feature on Yeastar Phone System

1. Auto or One-Touch Call Recording

Yeastar Phone System allows you to easily record incoming and outgoing calls automatically and without having to rely on 3rd-party recording apps. You can enable call recording for internal calls, external calls, and conference calls, either by system-wide or by meeting some filter criteria like a certain extension or phone line. Voice prompt can be set up to notify the start or the end of the recording.

One-touch call recording is also supported for easy instant recording. Simply by dialing the pre-defined feature code or Press the “Record” icon on the Linkus Desktop/Mobile Softphone ( free unified communications app designed to work with Yeastar phone system ), you can easily start recording during a call.

2. Easy Recording Files Management

Recording files playback and management are easy with Yeastar phone system as well. On the PBX’s web user interface, you can search recordings by time, caller number, callee number, or call ID, which makes it easy for you to download, delete or listen to certain recordings. And the system will automaticalling clean up oldest recording files when the storage device reaches 80% of its maximum storage capacity by default.

For individual extension users, Linkus desktop and mobile softphone also provide an intuitive interface for users to listen to their recordings anywhere anytime.

Search Recordings on Yeastar Web Interface

3. Monitor Call Recording Status on IP phones

For the users who want to know whether the call recording state is switched successfully or not, you can set a BLF key for each user by auto provisioning.

The BLF key shows the real-time status of call recording.

Red: The monitored extension is recording an active call.
Green: The monitored extension is not in a call or the call recording is paused.
Off: The BLF key is not monitoring the recording status. Check your configurations.

*Step-by-Step Configuration Guide

For detailed information on how to set up call recording features, please refer to our configuration guide.

Experience the Full Potential of Yeatsar Solution

Care a lot about the practical call recording feature? Apply for a 30-day free trial of the Yeastar P-Series Phone System to explore more about our Call Recording capability along with a host of intuitive tools that give you the power to provide top-notch customer service.

This Post Has 2 Comments

Charline Perry says:

March 11, 2021 at 9:22 pm

I am requesting Information on a Communication Recording solution.

Reply
1. Yeastar says:
  
  March 12, 2021 at 6:06 pm
  
  Hi Charline,
  
  Thanks for your interest in Yeastar. One of our sales representatives will get back to you soon.
  
  Reply

How to Use Call Recording to Monitor Calls for Training, Quality Control