Lately, there has been a significant surge in the usage of phone and video calls, making it a familiar alternative to connect people worldwide. However, researchers have been debating that face-to-face conversations are far more effective than virtual calls and help in strengthening social ties. The Covid-19 pandemic forced companies to send their employees to work remotely, prompting them to adapt to this new change. Businesses must keep their data secured so that sales reps can optimize it for future reference, but remote work has been creating a barrier. This is where Call recordings come to the rescue.
IntelliDialer for Salesforce offers a Call recording feature that improves your customer experience, monitors sales teams, and manages leads. It is integrated with our cloud communication platform, ‘Intelliverse’ and aims to enhance the quality of call recordings that can be stored and reviewed at any time. It automatically records calls to obtain a conversation record between your sales reps and customers. Companies can record their phone calls for various reasons, including employee training, quality assurance, customer service, etc.
Are you aware of the Call Recording Laws in the United States?
According to the Federal Communications Commission (FCC), individual states in the US have different laws concerning call recordings. It falls into two categories –
Two-party consent: It means both parties being recorded in conversation i.e the business and customer should give their consent. A notification recording usually grants consent at the beginning of the call stating “This call may be recorded for Quality and Training Purposes” or with an audible beep tone. Eleven states follow two-party consent laws in the US- California, Delaware, Florida, Illinois, Maryland, Massachusetts, Montana, Nevada, New Hampshire, Pennsylvania, and Washington.
One-party consent: It requires one of the parties being recorded in conversation to give their consent. Apart from the eleven states, the rest of them follow one-party consent laws. If your company resides in one-party consent states, it should notify both parties while making calls to two-party consent states or not record them. However, a “business telephone” exception allows employers to record calls on phones they provide to employees.
Here’s how Call recordings can benefit your sales teams-
Identify problem areas: Call recording allows businesses to review and monitor their call performance. Automatic call recording software provides real-time insights to evaluate both clients’ needs and sales teams’ performance. Managers can identify communication issues, analyze if proper workflows are followed, and assess if sales agents provide accurate information during calls. It is a valuable sales tool for training purposes that can be optimized to spot performance gaps and modify call scripts to cater to customer demands.
Increased productivity: Call recording software enables supervisors to rate their sales teams’ performance and give them quality scores by monitoring individual progress. It is a cost-effective way to store and review your past recordings, saving time and resources. Call playbacks of customer interactions help managers give valuable feedback to sales agents to make adjustments and improve constantly. Recorded calls increase prospecting productivity because sales reps perform their best when they know their calls will be reviewed.
Better customer service: Recorded calls help in determining the strengths and weaknesses of sales teams to get through calls faster by automating the workflow. Managers can evaluate sales reps’ recorded conversations to identify potential pitfalls and improve their performance through role-play. The call recording feature can be optimized to identify weak spots of your marketing campaigns, thereby making the required improvements..
Recover missed details: A recorded call is like a written phone message but with checks and balances. It is vital to note what was discussed during the calls, but certain factors like a different accent or noisy environment create barriers. Call playbacks enable taking notes so sales reps can fully engage with their customers without being stressed about missing details. They can be a valuable source to handle confusion over a client’s purchase by identifying the exact source of miscommunication and prompting a solution.
Maintain regulatory compliance: Call recording empowers businesses to comply with legal and industry-level compliance guidelines. It gives a competitive edge to small businesses by resolving disputes against lawsuits from the database of recorded customer calls. Recorded calls serve as a measure of protection in potential legal conflicts, which can be released as evidence. The frequency and length of calls, location, call history etc., extracted from datasets help to streamline the sales process.
You can now record and review all your calls within Salesforce via our Sales dialer software. IntelliDialer also offers useful integrations to improve your overall call performance such as:
- Automated call logging
- Call monitoring
- CRM integration
- Pre-recorded voicemails
- Real-time reporting