Elevate Your CX: How Call Recording and Sentiment Analysis Can Help Your Business

Call recording is a powerful tool that can assist businesses in a variety of ways to improve their customer experience (CX). When selecting a call recording solution, one of the most important factors to consider is its ability to record calls across multiple platforms and devices, such as mobile phones, softphones, and desk phones.

Furthermore, a call recording solution that can perform sentiment analysis can provide additional benefits to businesses.

1. Training and Quality Assurance

Call recording across multiple platforms enables businesses to better train their employees on how to handle customer interactions. It also allows managers to monitor calls and ensure that employees, regardless of the device they’re using, are following company policies and providing excellent customer service. Sentiment analysis can help determine the tone of the conversation and detect any potential issues that were missed during manual listening.

2. Identifying and Resolving Issues

Call recording on different platforms can help businesses identify and resolve customer complaints more quickly and efficiently. By listening to recorded calls on different devices, businesses can understand the root cause of customer dissatisfaction and take steps to address it. Sentiment analysis can help identify negative or positive sentiment in customer interactions and alert management to any issues that need to be addressed.

3. Improving Communication

Call recording on different platforms enables businesses to analyse customer interactions and identify areas where communication can be improved. This can help businesses identify where they may be falling short in terms of customer engagement so they can make necessary adjustments. Sentiment analysis can provide insights into how customers feel about the communication and help to identify areas where improvement is needed.

4. Personalisation

Call recording across various platforms better enables businesses to comprehend their customers' specific needs. By listening to recorded calls, businesses can identify patterns in customer interactions and tailor their service to better meet the needs of specific customers. Sentiment analysis can assist businesses in determining if past interactions were positive or not, allowing them to personalise their next interaction with the customer.

5. Compliance

In some industries, call recording is a legal requirement, and can aid in resolving disputes and providing evidence in the event of a legal issue. Having a call recording solution that records across different platforms ensures that all calls are recorded and can be used as evidence if necessary. Sentiment analysis can provide an additional layer of context, making it easier to understand the dynamics of the conversation at a glance.

6. Flexibility

A call recording solution that records across different platforms allows businesses to have more flexibility in terms of how their employees communicate with customers, and where employees can work from. Employees can use the device most convenient for them and still have all their calls recorded.

7. Integration

A call recording solution that integrates with various platforms including Microsoft Teams, and Webex, allows businesses to easily record all softphone calls, as well as calls across mobiles and desk phones. Recordings and transcripts are stored in one centralised, cloud-based location, making it easy to play back, analyse, and monitor your customer interactions.

Despite the increase in digital customer service channels, phone calls are still a prevalent touchpoint in the overall customer experience. A customer’s experience when dealing with your organisation over the phone contributes to their overall feeling about your company and can even determine whether they make a purchase or continue to work with you in the future.

When it comes to improving CX, call recording is a valuable tool. Being able to hear what happens on a customer phone call gives you insight into how this channel or customer touchpoint is impacting your overall CX. By choosing a call recording solution that records calls across different devices including mobile, softphone, and desk phone, you ensure that you’re not missing parts of the customer journey or restricting employee flexibility. Sentiment analysis offers that extra layer, providing a quick way to see if customers are generally positive and happy or not, without having to listen to the entirety of the call or read a transcript.