The 3 Best Tools to Record a Phone Call in 2022 (Updated)
According to the Contact Babel survey, over 90% of businesses record their phone calls. Yet the same study claims that only 34% of them are actually using the recordings to boost their performance. Perhaps it’s considered too time-consuming. To make the process more efficient, you’ll need a quality call recording system. In this blog, we will present you with a selection of our favorites.
Why Do You Need Call Recording?
You’ve probably read a dozen articles that introduced the most common benefits of using call recording. Such as monitoring calls for agent training or quality assurance. These are, without argument, important.
Yet call recording has many more advantages. Some of them might not come to your mind. So, let’s go through them now.
#1 Supports Active Listening
God is in the details, claims a famous saying. Yet, when trying to memorize a conversation, we are missing those details. We are listening, but we actually don’t register many of the most important things that have been said.
Trying notes, for instance, prevents you from crafting your own ideas and truly capturing the essence of the conversation.
Thanks to call recording, you can access your information anytime. This takes a lot of pressure from you and your agents’ shoulders. When talking to a customer on the phone, they can focus on what is important. The more agents listen, the more clients feel like they are being heard. That significantly boosts your customer satisfaction rate.
Call recording can also help in situations that you can’t control. For example, a customer has a very strong accent that prevents agents from understanding everything they’re saying. There may also be background noise or bad connections.
Try to use call recording during interviews with job candidates. First, you can focus on what they’re saying and how they say it without worrying about missing out on important details. Secondly, since you probably have dozens of applicants, recording allows you to recall who said what, increasing the chances that you’ll choose the right employee.
#2 Easily Resolves Misunderstandings
Acquiring new customers can be 5 times more expensive than retaining your current ones. So that should be your goal. It’s not always possible, yet sometimes, you may be losing a customer on happenings you could easily avoid. Such as misunderstanding.
No matter how great your service is, customers can simply insist that you have made a mistake. Knowing what your agents truly said can save you a great client.
A call recording serves as incontrovertible evidence of the truth.
For example, a customer claims that your rep promised him a certain feature that your product doesn’t have. Your rep, on the contrary, insists that she/he didn’t. With call recording, you can easily find out. Therefore, it reduces time you spend on disputes and helps salvaging professional relationships. Also, it saves a lot of valuable time.
Especially when you own a small business, it’s likely that you have loyal customers with whom you communicate repeatedly. Since each of them is a unique individual, listening to the recordings will reveal what works with them and what doesn’t. You and your team can then craft a communication strategy that makes clients happy.
#3 Boosts Marketing Campaigns
Having a structured database of your most recent customer interactions is a gold mine. You can listen to all of their pains, opinions, likes and dislikes. Your team may review this information in order to find out as much as possible. For example, you could discover who is an ideal target group for the campaign you are currently working on.
You can further gather frequently used keywords for better optimization. Thus, reviewing call recordings can help you eliminate guesswork and attract the right clientele for your business.
Recording phone calls also helps you to see how business communication evolves over time. By maintaining a call recording database, you can compare previous and current customer issues. That helps you make a lot of necessary changes and improve your internal agent training processes.
#4 Protects from Lawsuits
Recording phone calls has significant legal regulations. In different countries, there are different laws regarding privacy policies. Therefore, it is extremely important to make sure your business errs on the side of caution. In some regions, it may be completely illegal to record phone calls, or the recording of phone calls can have some specific restrictions.
In other regions, it may be even required by law to record your business calls and store these recordings for a certain amount of time. If any lawsuit regarding what was said through phone communication arises, legal authorities can ask you to release a recordingas evidence.
This usually turns out to be a good thing, though.
If you are falsely accused, the recording serves as a proof of your innocence. You can even solve the issue with the third party and stay out of court. That is significantly cheaper than going through a long lawsuit, which has the potential to financially ruin even the most prosperous companies.
Don’t only scratch the surface. Always go into specific details of call recording regulations for your region.
Find out more about legal regulations in this blog.
How to Choose the Right Tool
Before we dive into the 3 best tools for call recording, it’s important to explain why it’s necessary to shoot for the highest quality. Here is a quick overview of what risks you may face, as well as a checklist of what to take into consideration.
Downsides of Choosing Poor System
- Software failures: In tools with poor system configurations, call recordings can be deleted, inaccessible or not recorded at all due to technical issues.
- Poor user experience: Systems that are difficult to navigate take valuable time from your team. It also increases the chance of human error. Employees have to be sure they can fully rely on the system.
- Security: This is perhaps the number one aspect you should take into consideration. Companies store tons of confidential information. Leaking them can take down your whole business.
What to Consider Before Purchasing
- Does the tool have an interface that is easy to use?
- Does the tool comply with what your business needs?
- Is the tool secure?
- Is it within your budget?
- Is the price equal to the value the tool provides?
The 3 Best Tools for Call Recording in 2022
From the many quality systems there are to consider, we chose 3 of our personal favourites.
Flagship trait: Complex call handling system
Free trial: 14 days
Demo: Yes + dedicated customer success specialist
Pricing: Plans start at $25
Phone application: Yes, works on both Android and iOS
Of course we are going to mention ourselves. But not because we want to force our solution on you. It’s because CloudTalk is a complex system that, besides call recording, provides all sorts of other call handling features. These support you through the whole communication process.
CloudTalk works as a browser extension, desktop application and phone application (CloudTalk Go) for both iOS and Android. You can use our system on all devices — laptops, tablets or smartphones.
First, let’s focus on what’s at the core of this blog: call recording. CloudTalk automates the whole process. And once the call ends, you can listen to it directly from your internet browser. Anywhere and anytime. Monitoring your calls with CloudTalk significantly improves customer interactions and satisfaction.
We also offer complex call monitoring that gives you a comprehensive overview of your phone calls anytime you need. You can easily gain access to all information on your calls and optimize your services.
After each call, your team can evaluate customers’ mood by choosing one of 5 emojis with CloudTalk’s emotion analytics. Nowadays, this feature is one of the top trends in analytics and data collection.
And last but not least, when circumstances call for it, you can easily add a third person to the line with a 3 way calling tool. Having the support of another specialist makes customer interaction smooth and efficient.
What you also may appreciate is the level of optimization CloudTalk offers. You can easilyintegrate it with external systems through API.
Flagship trait: Call tracking
Free trial: 14 days
Pricing: Starting at $45
Phone application: Yes, works on iOS
This call tracking solution is dedicated mainly to marketers. It tracks processes or spendings, responds to leads and therefore assists with winning more customers. It provides a clear view into all digital marketing efforts.
The strongest feature is call tracking which includes keyword-level tracking. Further, CallRail offers call recording with unlimited storage in all plans.
The user interface is especially friendly. You may listen to your phone calls directly from the dashboard. Another plus is that you can download your recordings or create a custom URL. This way, you can also play audio files directly from the browser.
CallRail further offers instant number setup, greeting messages, advanced reporting, and more.
A special function we have to mention is the “whisper message” feature that gives agents context as to where calls are coming from. For example in the case of promotion or marketing campaigns.
A possible downside – CallRail lacks an API.
Flagship trait: Call monitoring
Free trial: 30 days
Pricing: On request
Phone application: Yes, works on Android
If you want to improve ROI, effectiveness and performance of your agents, Callcap may be a good choice for you. It is a solution ideal for start-ups that tracks and monitors your calls. Recordings are available any time and from anywhere. It’s mostly used for training purposes, identifying lost opportunities, and staff monitoring.
With Callcap, you get a call recording service that you can access from anywhere and anytime. Of course, it doesn’t miss call reporting, as well as interface with easily accessible data or near real-time alerts.
Yet what makes Callcap truly unique is third-party monitoring. You can share your calls and get an expert evaluation from a team of professionals.
The experts provide you with following services:
- Catalog of item tracking based on items discussed during the call
- Key points of conversations
- Notes on how your calls were mishandled
- Lead opportunities
- Customized scorecards
Whether you own a start-up or an international corporation, recording phone calls is a must-do. It brings you more than just a way of performance monitoring. By listening to your customer interactions, you can support active listening, prevent harmful misunderstandings, boost marketing campaigns, or even protect your business from a devastating lawsuit.
But in order to do so, you need a high-quality call recording tool. Do your research before making a financial commitment. Consider risks and ask yourself crucial questions regarding your business needs.
We just presented you with three of our personal call recording favourites. Maybe you found the right tool in that list. Maybe you’ll keep looking.
Whatever you do, we hope you’ll find the one that suits you best.