Setting Up Call Recording & Tracking
Overview:
Call recording and tracking gives your business powerful tools to review, analyse, and improve customer interactions. It’s especially useful for training, quality control, and increasing conversion rates.
Learning Objectives:
Enable and manage call recording in your account
Configure whisper messages and call alerts
Use call data to improve team performance
Maintain quality control and enhance the customer experience
Transcript
Using call recording and tracking in your business can provide valuable insights into your customer interactions and help improve your sales process.
By analysing call data, you can identify areas for improvement, track the performance of your sales team, and ultimately increase your conversion rates.
Call recording is also an excellent tool for training new staff and maintaining quality control in your customer service.
To set it up, log into your account and head to the bottom left-hand corner to open your Account Settings. Once there, click on the Phone Numbers tab.
Here, you can add and manage your account’s phone numbers. You can update the display name, set up call forwarding, and configure call-specific settings—most importantly, call recording.
Enabling call recording lets you record incoming and outgoing calls for review. You can also set up an automated message to notify the caller that the call is being recorded. Additionally, a “whisper message” can be played to your internal user before the call is connected, helping them prepare for the conversation.
That’s it! Make sure to follow any lesson instructions below and mark this lesson as complete to keep moving forward.
