Businesses that take orders over the phone can choose to record these calls for reassurance. Details taken over the phone* can be replayed to ensure that orders are fulfilled accurately. These records can also prove vital for dispute resolution, when calls can be replayed to find out exactly what was said and action can quickly be taken to resolve the situation.
*Dubber also provide solutions to ensure card payment information isn’t recorded: essential for compliance with PCI DSS.
Data analysis is where call recording is a game-changer. The ability to identify trends over time can give organisations the insight they need to improve their business practices. Tools such as Dubber’s Sentiment, part of our Zoe speech intelligence, can identify negative calls. Common keywords spoken on these calls can show the most frequent complaints received, showing organisations areas that can be improved upon and increasing customer satisfaction.
Identifying common questions can also prompt a website update, making answers to these queries easy to find and providing the details that may save customers a phone call.
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