Cloud PBX – Cloud Call Recording

Recording phone calls is indeed important for some businesses especially for those who are in the field of contact centers. It is just a must for a business PBX to be able to handle such task if necessary, a cloud PBX system give business owners the ability to record and retrieve phone calls in an instant and of course in VoIP fashion the feature is cost effective and will sit in the cloud.

However there is one very important consideration before recording a phone call be it a traditional phone system or a cloud PBX and that is informing your callers that the call may be recorded, playing a simple IVR beforehand will keep your business out of trouble, informing your clients about the recording is the universal guideline but it is still best to check with your country’s telecommunication law before deploying such feature.

Benefits of Call Recording

The main purpose of such feature on your cloud PBX system is to ensure the quality of service that you provide to your customers, this will allow you to review how you staff handled the phone call, is he helpful enough? Is he keen enough to the details that the customer is giving? Is your staff able to calm down an irate caller? This will help you assess if your staff is observing the best sales and customer service practices.

Another benefit would be evaluation, it will help in assisting your staff to improve their craft and assess whether your customer service representative is suited for the job or will do better in sales and vice versa.
Lastly call recordings will help you to take orders, service request and similar task more accurately, for an instance you are running a flower shop and Valentine’s Day is fast approaching phone calls will be one after the other during those times, the recordings will help you get back to an order which you probably missed the complete delivery address or the card message.

Benefits of Cloud Storage

The main benefit of storing these files in the cloud is the accessibility and convenience, by doing so you can easily retrieve files directly from any computer, IP handset and even from a compatible smart phone. This means that you can check back orders, assess your staff’s efficiency or just sort out files while you are in your home office.

Blatantly another benefit would be the cost, since it is another solution by VoIP cost is very minimal and no expensive hardware or upgrades is needed to deploy such feature all you need is to request it from your service provider and that’s about it.