Call recorder: Why record calls?

One of my friends is running a travel agency. He is a workaholic and wants to give the best services to his clients. But sometimes he feels discouraged when he attends calls from unsatisfied customers who blame him for all the mess. One day he shared his business problem with me and I suggested him using call recorder. It is a small device that can be set at small space. He followed my suggestion and today he has a long list of satisfied customers. What he does is he replays the recorded calls to understand the customers’ demands. Now he makes no mistakes when booking rooms in hotels and seats in airplanes.

Call recorder is a fantastic device that can solve customers’ problems without any hassle. In my opinion every travel agent or company that deals with customer calls must use this device. Taking order on phone is quite convenient but it becomes a hassle when the caller has bad acoustics or calls are made in rushed or mumbled speech. How could one understand ambiguous language and assure the customer of best services despite knowing that the he hasn’t understood a single word uttered by the client.

In my opinion service providers should start recording calls to cater to the interests of their clients. One day I called my AC service technician and asked him to service the air-conditioner at my home. The technician promised to come within a few hours and made me wait for the whole day. The next I called him again and he said sorry as he forgot my complaint. It asked him to use a call recorder so that he can track every caller and serve his clients better. He took my advice seriously and installed a recording device next day. Next time when I called him, I was surprised to hear the computer saying your call be being recorded.

Even I am planning to equip my office with call recorder so that I can know how my executives are dealing with my clients. Some of my clients have complained that their requests are ignored by the executives. I want to know what the problem is. Soon I would buy a recording device and record every call to find fault with my executives. Another reason to record call is that it is mandatory for every business to keep record of its business calls. Being a responsible citizen, I will obey the law.