Okay, maybe you don’t need a flight recorder in your business . . .

Perhaps you don’t even need call recording (also known as call logging). However, many businesses achieve valuable benefits from recording customer calls. Typically, at the forefront of these are employee training and maintaining call quality. But there can be other, perhaps surprising benefits to call recording.

And, call recording systems aren’t just for mid-sized or large businesses, but can be an economical addition for businesses of any size.

Here are several ways your company may benefit by adding call recording to your business phone system:

Capture details that may have been missed or forgotten

When talking to customers, it’s vital to actively listen. It may also be important to take notes of what was discussed or promised. But taking notes during the call can prevent you from actively listening.

In addition, sometimes it’s difficult to make out what a customer is saying. They’re in a noisy environment, talking quickly, or speaking in a heavy accent. You can, and should ask for clarification when needed. But having a record of the call, portions of which you can play back multiple times if necessary, provides some assurance that you won’t miss something critical.

You can also take notes during playback to ensure you didn’t forget anything — whether the recording is of a restaurant customer’s take-out order or a discussion about a customer’s insurance policy claim. Plus, during the call, you can be fully present with customers. This helps ensure they feel they’re truly being “heard” — a big part of providing a great customer experience, which can translate into increased revenues.


Coach your team more effectively

By recording some calls, your call center administration can hear how your team members are dealing with customers. It’s a fantastic opportunity for managers to help teams improve their telephone skills with customers, and to provide tips on how to sell more effectively or how to offer better customer service and support. Anyone in your organization, including receptionists and top sales people, can benefit from the kind of specific coaching and feedback that managers can provide as a result of monitoring call recordings. You can provide feedback to your staff based on their individual calls or select typical examples to be used for training purposes.

Get to know your customers

Call recordings help your marketing team better understand your company’s customer, or prospect. By listening to customer calls, your marketing team members will gain a more realistic understanding of your buyers and, in turn, make your marketing efforts much more effective to help drive revenues.

Enhance your product or service

By sharing call recordings with specific team members, you can help them better understand how customers are using your product, what they like about it, and what could be improved. All of this is invaluable information that can be translated into products and services that more effectively meet customer expectations and boost revenues.

Improve regulatory compliance and reduce associated costs

In some cases, maintaining a database of recorded calls can help your business comply with legal, industry, and service-level compliance guidelines.
Recorded calls can help you with dispute resolution, risk management, or defend against litigation from unhappy customers. And in some cases, a voice recording may serve as a verbal contract.

Provide great customer service

It’s often said that it costs five-to-seven times more to acquire new customers than to retain existing ones. Providing excellent customer service is one way to keep customers. Your customer goes to some trouble to contact you. Maybe they had to look up your phone number, and then they were placed on hold. By listening closely to call recordings, you can gain an understanding of customers’ pain points, and how to possibly avoid or minimize them in the future.

Success Stories

Capture customer stories

Customers who call your company will sometimes talk positively about their experience using your product or service: why they chose it, how it’s helped them, and so on. With the customer’s permission, you may be able to translate the content of such calls into a great “customer success story” for your marketing or advertising campaigns.

Determine how your customer service has evolved

By maintaining a database of call recordings, you can compare how your team communicates with customers today vs. how you communicated with them in the past. The differences can show where you’ve improved and where you still need work.

Quickly bring a customer service representative up to speed

If you’re a small business, it may be necessary to bring someone in from time to time to handle customer calls. Maybe you want to completely disconnect from business while on vacation. Or you’re too busy with work to handle customer calls effectively. Even big businesses need to add more contact center agents at times.

Increase profitability

Bottom line enhancement is perhaps the most important business-related aspect of call recording. With its ability to enhance training, call recording improves efficiency, and ultimately, the profit-making capacity in a business. In addition to training, the software generates reports which can be analyzed to offer vital business metrics. Through the analysis, management is able to identify areas that need improvement in order to enhance the customer experience, and inherently, improve profitability.

Furthermore, the analysis can reveal revenues generated from calls, and such knowledge can then be used to make strategic decisions regarding how to enhance the average earnings from each call.

Contact us now for a complimentary consultation on how call recording may work for you:


Toll free (800) 898-3336


Reference to “The Cloud” has become part of everyday communication in the technology world. So, what is the cloud? Cloud services are off-premise resources provided over the Internet. The cloud infrastructure includes the hardware and software components, such as servers, storage, networking and virtualization software required to support the needs of a cloud computing model.

Cloud services are becoming increasingly popular:

Often the technology deployed is kept current so the user always has access to the latest features and benefits.
Reduced capital expenses and the associated budget issues are important benefits. By using an operating expense model in most cloud-based solutions, quicker solutions can be embraced.
Software as a Service


Infrastructure as a Service (IaaS) is a form of cloud computing that provides virtualized computing resources over the Internet. IaaS can be utilized by enterprise customers to create cost effective and easily scalable IT solutions where the complexities and expenses of managing the underlying hardware are outsourced to the cloud provider. If the scale of a business customer’s operations fluctuate, or they are looking to expand, they can tap into the cloud resource as and when they need it rather than purchase, install and integrate hardware themselves.

IaaS platforms offer highly scalable resources that can be adjusted on-demand. This makes IaaS well-suited for workloads that are temporary, experimental or change unexpectedly.


Monitoring as a Service (Maas) allows you to keep your localized infrastructure and setup inexpensive monitoring for your systems and services. You also have total control over which devices are monitored, polling intervals, and monitoring methods (ping, HTTP GET, etc.). You can also setup email, SMS, and other notifications for failed services through the vendor’s control panel software.


Platform as a Service (PaaS) is a category of cloud computing services that provides a platform allowing customers to develop, run, and manage applications without the complexity of building and maintaining the infrastructure typically associated with developing and launching an app.[1][2][3] PaaS can be delivered in two ways: as a public cloud service from a provider, where the consumer controls software deployment with minimal configuration options, and the provider provides the networks, servers, storage, OS, ‘middleware’ (i.e.; java runtime, .net runtime, integration, etc.), database and other services to host the consumer’s application; or as a private service (software or appliance) inside the firewall, or as software deployed on a public infrastructure as a service


Software as a Service (SaaS) is a software distribution model in which applications are hosted by a vendor or service provider and made available to customers over a network, typically the Internet. PaaS refers to the delivery of operating systems and associated services over the Internet without downloads or installation. IaaS involves outsourcing the equipment used to support operations, including storage, hardware, servers and networking components, all of which are made accessible over a network.

SaaS removes the need for organizations to install and run applications on their own computers or in their own data centers. This eliminates the expense of hardware acquisition, provisioning and maintenance, as well as software licensing, installation and support.

Unified Communication as a Service
Unified Communications as a Service (UCaaS) is a delivery model in which a variety of communication and collaboration applications and services are outsourced to a third-party provider and delivered over an IP network, usually the public Internet.

UCaaS technologies include enterprise messaging and presence technology, online meetings, telephony and video conferencing. UCaaS is known for providing high levels of availability (HA) as well as flexibility and scalability for core business tasks.

Many companies use UCaaS to avoid the capital expenses associated with deploying a unified communications solution on their own.


XaaS is a collective term said to stand for a number of things including “X as a service,” “anything as a service” or “everything as a service.” The acronym refers to an increasing number of services that are delivered over the Internet rather than provided locally or on-site. XaaS is the essence of cloud computing.

Everything as a Service is a good idea and not just in theory — XaaS can help your business go toe-to-toe with the big guys with very little up-front cash and minimal investment in time to get started.

Hybrid Cloud

Everyday there are more cloud platforms, services and environments surfacing, it is often challenging to keep abreast of the cloud evolution. One trend that is clear is the move to hybrid cloud, with the common progression for organisations being a transition from private to public followed by hybrid.

Hybrid cloud utilizes both on premise resources as well as remote server based cloud infrastructure to achieve the right balance between scalability, flexibility and performance. Accordingly, the hybrid cloud is often a preferred cloud choice.

Be Selective

When it comes to choosing who will assist you on your journey, be selective and find partners that will support your business model and acknowledge and understand your needs.


– Interoute
– Linux Magazine
– Ricky M. & Monique L. Magalhaes
– TechTarget Network