"This call is being recorded".
Recording calls is commonplace in cloud-based applications such as Microsoft Teams. It empowers flexibility for users by giving the ability to record at the touch of a button.
But what are the main use cases for call recording?
Improve information flows
By simply recording calls and publishing them to a shared team folder, you can minimise time spent on internal calls. If a colleague or team member is not able to join, they can simply re-watch the session at a convenient time. This avoids other team members needing to invest more time to go over the same content again.
Easily accessible call recordings are also useful for training purposes, especially on sessions with customers or technical teams. They can also be useful for reference purposes in project management if key milestones or commitments need to be revisited.
Satisfy audits and compliance
Call recording is also useful to keep records of important conversations. This is important for audit trails, compliance standards, and other sensitive topics such as investor relations.
You can use data from calls to be able to quickly respond to legal or compliance requests, or reduce the risk of penalties or fines.
Go with the data
Call recordings can also be a valuable repository of information about your customers, prospect, partners and suppliers.
By using a cloud-based platform for call recording, you can integrate third party solutions to effectively mine the data, or provide automated transcripts, translations or subtitles for accessibility. Alongside the calls themselves, you can also drill into the associated chat data, screen or file shares.
How the cloud can help call centres work smarter