Voice Logging

 Voice Processing

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Phone recording or voice logging has been around for nearly as long as phones. It consists of attaching a recording device to phone, radio or audio lines and having a way of playing back these recordings. Call centers were early adapters and most of us are familiar with the little recording at the beginning of a call that reminds us that “this call may be recorded for training or quality assurance purposes.”





1. Decrease liability

A phone recorder provides an impartial record of what really happened during a call. This allows you to diffuse potential lawsuits as inoffensively as possible by e-mailing a copy of the recording to the threatening party. If a case does go to court, the recordings are admissible as evidence under most state and federal laws.

2. Reduce costly mistakes

A phone recorder saves customer information and details that otherwise might be typed incorrectly or forgotten. Recordings can be quickly reviewed by managers or employees to make sure that customer information, order information or shipping information was entered correctly. If there are errors they can be found and fixed on the spot without needing to contact the customer again. This reduces shipping costs, product returns and customer aggravation.

3. Increase customer & employee satisfaction

Easily find calls that exemplify excellent customer service or salesmanship and e-mail these to your employees or use them in a training meeting. Likewise, poor quality calls can be found by managers and be sent to the employees to allow them to learn from their mistakes and improve. This will steadily improve employee performance and in turn, increase customer satisfaction. Employees appreciate how the recordings back them up when customers exaggerate or fabricate problems.

4. Harvest sales & marketing data

A phone recording system gives your sales and marketing departments valuable data that will help them discover exactly what sales techniques or marketing campaigns are working and more importantly, why they are working. A sales manager can review calls that resulted in successful sales and glean ways to improve the sales dialogs for the entire sales staff. A marketing manager can listen to the same calls and discover what offers are working best, or the reasons customers give for not taking those offers. This helps the marketing department choose the most successful offers and create better offers in the future.

5. Increase security

The simple presence of a phone recorder on company lines often acts as a deterrent to all types of security breaches or inappropriate employee calls. Such security breaches or inappropriate calls can be detected and then used to either address the problem with the employee or if necessary to act as evidence. This results in increased productivity as well as reduced costs and liability.