What it gives you
- call recordings, without which there are no reviews and no training
- the time from a call arriving to somebody answering
- the number of missed calls, broken down by hour
- call length for each rep
- the call linked to a record in your system
What to look at when choosing
- Whether it hands recordings over through an API rather than only in its own interface.
- Whether it integrates with your CRM, and at what level: creating the record, attaching the recording, logging the duration.
- Whether forwarding can be set by rule.
- How long recordings are stored, and whether you can take them with you if you move.
- Whether you need physical SIM cards for full control of communications.
On some projects we install a phone system with physical SIM cards for exactly that reason: otherwise reps call from personal numbers and half the communication stays invisible.
What to set up straight away
- forwarding to a second rep after three rings
- automatic logging of the call on the record
- a missed-call list marked with who has been rung back
- a message to the customer if the call came outside hours
The legal part
Recording calls requires a warning. Standard practice is a line about recording at the start of the call or in the greeting. That is more than a formality: without the warning a recording cannot be used in a dispute.