Most call recording systems today are set to the “record on demand” mode, giving agents the ability to record if they deem it necessary. While that’s all well and good, it’s easy to forget to press “RECORD”. When this happens, we are left without a recording of the TDM, VoIP, cloud or even Skype for Business calls. This can be a critical mistake, particularly in situations such as when a customer issue arises or in the case of a customer dispute. Without a recording, sales opportunities can be missed since invaluable insight was not captured from customer calls. Simply put, not recording calls leaves a gap in intelligence gathering… information that is essential to sales success, particularly for enterprise sales people who take new leads from inside sales reps, telemarketers and lead generators.
Regarding risk mitigation, your organization is vulnerable if important calls are not recorded. For example, if your agent and a valued customer are having a dispute over