Many businesses are now making use of call recording software and VoIP solutions to handle their daily phone calls. For compliance reasons and in the interest of improving customer service, effective call recording is essential to the running of many businesses that involve interaction with customers on a regular basis.
What many business owners don’t realise is that the VoIP call recording comes attached with many other useful features, especially when using a CRM system. But what exactly is a CRM and what difference does this make to the way phone calls are logged and recorded?
Useful features incorporated within call recorder functions
CRM stands for Customer Relationship Management. This is a system that manages the company’s interactions with customers using technology to organise and automate sales, marketing and customer service.
Using an effective CRM system along with your call recording can provide your company with a range of useful benefits. By streamlining and automating processes you can reduce costs and improve on customer relations, whilst at the same time decreasing the amount of working hours needed to operate your business.
So what sort of things can I do with call recording linked to a CRM?
Linking your VoIP call recorder with your CRM system means a wide range of nifty features that will benefit both your business and your customers.
With SMARTCALL call recording solutions you can attach information to every call that comes in, making organisation and analysis a much simpler task. For example, you can include a set of pre-determined fields such as call type (lead, complaint etc), call outcome (resulted in sale, conflict resolved etc) and other information such as customer reference numbers, which can be filled in by the operator taking the phone call or even handled automatically.
SMARTCALL integrated systems actually allows you to customise these fields so you can adapt the system to suit the specific needs of your business, choosing exactly what information you want the operators to add to your recorded phone calls.
Automate time consuming tasks
With a CRM in place you can set tasks to be automatically completed based on certain triggers. For example, if a call is logged as a “lead” you may want this to trigger an automated follow-up email to the customer. On the other hand, you may want any call where the outcome was listed as “sale” to automatically send an invoice out. This can save massive amounts of working hours as entire processes can be cut out completely, freeing up your staff to handle more important duties such as tending to the needs of your customers and providing an excellent standard of service.
Contact SMARTCALL
Why not find out more about what Smartcall can offer your business with SIP call recording?
Or if you want to learn more about Smartcall’s compliant call recording software, take a closer look at our FCA compliant call recording.
For more information on how call recording and CRM systems could benefit your business, contact our friendly advisers on 01753 837714.