Business Call Recording with CallParrot

With the CallParrot Business Call Recording system, now you have the power to permanently document all conversations and accurately recall what customers asked for, what promises were made, and sometimes more importantly, what promises weren’t made.

CallParrot enables you to capture telephone conversations for virtually any purpose, whether you are looking to ensure top quality customer service, mine customer calls for invaluable intelligence, protect your company from frivolous lawsuits, or avoid employee conduct issues. There is no end to the returns you can reap from a CallParrot recording investment.

A Business call recording solution is likely to have paid for itself if it protects a company from a single lawsuit.

Recording verbal exchanges can cut the risk of frivolous lawsuits by capturing indisputable evidence of what agreements were made, and sometimes more importantly, what agreements were not made.

Even in cases where claims do not reach the point of litigation, call recording can protect companies from the cost and time involved in handling inaccurate accusations and settling disputes caused by miscommunication. Very often, merely the offer to replay a prior conversation is enough to dissolve the conflict.

Today’s call recording systems can be configured for a variety of business needs, including selective (”on-demand”) recording from pressing a button on the phone while a call is taking place, recording all calls within certain departments (in customer service or human resources, for example), or by any preset call criteria.

Call playback is available from the desktop using a standard PC audio player, and recorded conversations can be attached to an email, stored on disk, or posted to a website.

Call recording is now much less complex to implement than it used to be, and it’s more affordable than you might expect.

Why Do You Need Call Recording?

1. Reduce Costs
Call recording is an extraordinary tool for drastically reducing operational costs while protecting against unnecessary incidental expenses. Call recording will do both by…

• Preventing lawsuits. Minimize risk of frivolous lawsuits by capturing indisputable evidence of what verbal communications took place. Guard against these liabilities and potentially enormous expenses resulting from the litigious climate we live in today. Executives particularly enjoy selectively recording calls to protect against illegitimate claims from external parties.
• Efficient training. More efficiently train your personnel by allowing them to listen to previous calls, whether handled well or as an example of what not to do.
• Tracking threats. Nothing can bring business to a halt faster than a menacing episode such as a bomb scare or terrorist threat. A call recording system allows you to permanently capture all offenses and enables you to take action against them.
• Preventing employee behavior issues. Episodes of misconduct among staff members are all too common and can include bribes, threats, theft, and inappropriate language. Call recording can save your company from the costly consequences of not guarding against internal issues, including incident tracking as required by HR, sexual harassment claims, poor staff retention, and loss of employee productivity. When employees know they’re being recorded, misconduct can often be avoided altogether.
• Resolving disputes faster. Call recording protects companies from the cost of handling inaccurate accusations and improves the ability to manage and settle disputes. Very often, merely the offer to replay a prior conversation is enough to dissolve a conflict.
• Avoiding miscommunications. Whether the conversation is with an internal party or external party, miscommunication can negatively impact staff productivity. Conversation recording ensures that the job gets done right the first time and enables a record of all interactions, transactions, and commitments made to any party, whether internal or external.

2. Boost Revenue
Call recording can boost a company’s ability to secure and even boost existing revenue streams, while improving your ability to create new ones.

Keeping customers happy. Maintaining total customer satisfaction is a daunting but necessary goal for every company focused on building revenue. Call recording is one of the most effective vehicles for keeping customers delighted. How?

• Service accuracy. Refer back to previous customer conversations and ensure against error in fulfilling customer requests.
• Service proficiency. Leverage recorded conversations for personnel training purposes, resulting in greater skill in customer interactions.
• Service measurement & improvement. Use the agent evaluation package to score and track customer calls so you can create a plan for improvement, and subsequently track and measure that improvement.
• Service quality. Sometimes, when personnel are aware of their calls being recorded, that’s all you need to ensure that customers receive top quality service.

Capturing customer intelligence. Transform contact centers from a cost center into a contributor to the company’s bottom line by leveraging stored verbal communications to gain invaluable intelligence into the opinions of specific customers or the market at large. Call playback is an indispensable internal resource for learning about your market so a company can spot trends and respond proactively. Product development and marketing departments stand to gain insights into customer needs, perceptions, trouble spots, and preferences. All of which can be leveraged for innumerable purposes, including better serving customer needs, improved targeting, and most importantly, pinpointing new revenue opportunities.

Aiding the sales process. Company sales teams rave about the usefulness of recording calls with customers, so much so that they will wonder how they lived without it in the past. Listening to prior customer calls will enable sales teams to prevent miscommunications, review customer requests, and evaluate the effectiveness of their sales techniques for improving their overall selling abilities.

Imagine the consequences of NOT capturing verbal exchanges in the following situations:
· Hospitals: “As the patient’s primary insurer, we will pay for 80% of Mr. Duncan’s surgery.”
· Legal entities: “I will agree to settle this lawsuit for $100,000.”
· Financial institutions: “Sell 1,000 shares when the stock price hits $20.”
· Security services: “Your silent alarm has been activated, is everything alright at your home?”
· Gaming & gambling entities: “Let me place 500 Euros on England winning the world soccer cup.”
· Insurance: “No, I did not have my turn signal on when I changed lanes.”
· Real estate: “Offer $200,000 for the house at 63 Cherry Lane.”
· Medical practices: “Take 500 mg of amoxicillin tomorrow morning.”
· Mortgage/Title firms: “The property at 514 Bonaventure Lane has no liens and is ready to sell.”
· Banking: “Transfer $5,000 to my savings account.”
· Charitable entities: “I will pledge $50 per month this year.”
· Retailers: “This call is to inform you of an important product recall.”

If you would like to learn more about our product and service offering, please call us at (866) 483-5737 or complete our online form and account representative will contact you shortly.