What if your sales team had superpowers?
What if your new joiners could instantly crack a deal?
Sounds like a dream, right? It need not be anymore.
All this is possible through a simple but often ignored process called call recording. Yes, the humble call recordings are the biggest asset for any sales team today. It helps them revisit their past calls and listen(and relisten) to every piece of conversation that they had with the customers and prospects.
With advancements in technology, the process of call recordings has evolved considerably. Today, thanks to powerful call recording platforms, you can not only revisit calls but gather valuable insights from them, which, in turn, equips you to close more deals.
But what is a call recording software? What are its key features? How to utilize call recording software properly?
You will find answers to all these questions(plus many more) in this detailed guide on call recording software.
Table of Contents
- What is a call recording software?
- Why does your sales team require call recording software?
- How to select a call recording software?
- Best call recording software available today
- Best practices of call recording
- Frequently Asked Questions
What is a call recording software?
Call recording software is a tool or software program that can record and capture audio conversations from your calls. The recordings are usually stored in the form of a digital file that can be accessed anytime by anyone, provided they have access rights to it.
These calls are either stored in the cloud or locally on your computer/smartphone. The best part about call recording software is that it does a lot more than just record the calls. Most call recording tools offer valuable insights that can be used to make better business decisions.
Also, some of them can even be integrated with a CRM(Customer Relationship Manager) so that the recording can be linked to a particular account, ensuring that you have a single source of truth for all customer-related information.
Why does your sales team require call recording software?
Here are the top reasons why your sales team needs call recording software –
#1 Your reps will never miss a piece of information again
Most sales calls are long. There are high chances that your sales rep might miss out or forget critical information conveyed during the call. This can be easily avoided if you use a call recording system, as it will record the entire conversation and make it accessible to you so that you can revisit any missed information at any time.
Imagine a scenario where you have been talking to a prospect for more than an hour now. During this conversation, they highlighted a key requirement that has to be fulfilled in a particular timeframe. Unfortunately, due to the abundance of information passed on to you during this call, you forgot about this key requirement. The deal doesn’t go through in the end. This situation could have been easily avoided if you had call recording software in place. All you had to do was listen to the conversation once again and capture all the key information
#2 Your reps will maintain professionalism all the time.
Your reps are your organization’s mouthpieces. Every word they say, the tone they adopt, and the language they use, all reflect your organization’s professionalism. Before the advent of call recording software, all that you could do was hire reps, train them on professionalism, and hope for the best. This is not the case anymore. With call recording software, your reps know that you can hear their interaction anytime. They know that even if there is the slightest show of unprofessionalism from their side, they can be reprimanded by their manager, as they have solid proof in their hands. As a result, most reps end up maintaining professionalism throughout the call.
#3 Your reps will be trained better
Thanks to call recording software, your training need not revolve around random theories and textbook definitions. You can use the call recordings of successful reps in your organization to train the new reps. This way, they will know what works and what doesn’t in a real-world scenario.
The best part is the recordings need not be made available only during the training sessions. The reps can revisit the call recording anytime and capture key strategies adopted by other reps and implement them in their future calls.
#4 Your reps will have proof during disputes
When you record customer calls, unknown to you, you are creating valuable information to protect yourself and your reps during disputes. Even the best companies end up getting entangled in disputes of all magnitudes. Sales teams, in particular, encounter a variety of dispute situations, particularly when the prospect or the client disagrees with something they claimed during the call.
For instance, let’s say your prospect, over a call, agreed to a particular price for your product. But at the time of signing the agreement, they claim that they never agreed to this particular price. You can then use the voice recording to prove otherwise.
How to select a call recording software?
Here are 7 things you need to look for in your call recording software –
#1 Easy-to-use interface
You must understand that not every employee is tech-savvy and can find their way through a tool instantly. So pick a tool that can be used by anyone irrespective of their technical capabilities. The software should have an easy-to-use interface that can be instantly accessed by even a beginner who just joined
The goal of every business is to grow in terms of revenue, size, employees, and so on. However, many businesses make the mistake of picking software that doesn’t grow along with them. Your call recording software is not different. The tool should be flexible to accommodate as many employees and as many customers as possible. More importantly, it should not create a hole in your coffers.
Recorded calls often contain sensitive information like credit card details, medical information, contact details, etc. When such data reaches the wrongs hands, it can turn catastrophic for both parties. Your business will be fully responsible for the data leak and you will be sued for a huge amount. So the call recording software you pick must meet the security and encryption standards of your business. Also, it should have sufficient safety features to ensure that only authorized personnel can access the recordings.
#4 Reporting and analytics
The volume of valuable data your call recording software can generate today is simply astounding. A good call recording software not only has the capability to generate this amount of data but also convert them into a presentable format. This ensures that the users can understand the data and make appropriate business decisions. The call recording software you pick must have powerful analytics supplemented by a robust reporting feature. It must be capable of sending daily or weekly reports to all the stakeholders.
#5 Comprehensive dashboard
Nobody likes to switch tabs or windows while viewing information on the computer or smartphone. Your call recording software must come with a comprehensive dashboard that can offer all the necessary information in a single view. Even if that’s not possible, the dashboard should be able to navigate you to the necessary information in a single click.
#6 Integration capabilities
The call recording software you pick must have plug-n-play integration capabilities with most of the available CRMs and workflow tools. This ensures that you have a single source of truth for all your call-related information. More importantly, it will eliminate the need to manually update different tools with the same data, as it will be done automatically through the integration. This will ensure that your reps are not focusing on activities that do not add any value to your business.
#7 Search capabilities
The sheer number of sales calls a business makes on a daily basis is mind-numbing, especially if they are a mid-sized or large organization. When all these calls are recorded and stored in a repository, finding a single call among this pile becomes a daunting task unless, of course, you can search with the right keywords. So ensure that your call recording software comes with a robust search feature that can let you find the required call recording instantly without having to comb through thousands of recordings.
Best call recording software currently available
Here are the top call recording software you can consider using today –
FreJun is the best call recording software available today. The tool is not only a call recording platform but also a powerful dialer that can be integrated with most of the CRM available today, such as HubSpot, PipeDrive, and Zoho. It is loaded with powerful features like Chrome integration, autodialer, and analytics, all of which make the lives of your reps simpler. Since FreJun automates most of the callings tasks, your reps can focus on mission-critical activities like selling and negotiating instead of dialing numbers manually or feeding the call data into CRM. FreJun also comes with a no-questions-asked free trial plan that lets you explore the power of call automation instantly.
Click here to sign up for a free trial.
The name HubSpot needs no introduction as it is one of the biggest names in the CRM industry. However, not many know that HubSpot also comes with a handy call recording software. This tool uses the power of artificial intelligence to not only record but also transcribe and analyze your sales calls. The tool goes one step ahead by identifying keywords and key topics throughout the call so that you can jump to the point directly while analyzin that recording. Also, the integration with HubSpot CRM ensures that all your call data is automatically added to the associated contact records.
Like HubSpot, Avoma is a conversational intelligence tool that also functions as a call recording software. The tool records, transcribes, and creates notes for every call your reps attend. And that’s not even the best part. Avoma also highlights conversation topics, trends, patterns, and deal risks in calls. Lastly, the tool also enables you to search for keywords and key moments in your call so that you can revisit only that section or reference it.
The next tool on our list is Nextiva, which is primarily a VoIP-based communication platform. The tool primarily focuses on collaboration, making it ideal for teams of any size. The tool records all your sales calls in the cloud, thereby eliminating the need to purchase any expensive hardware and software for your business. All the recordings in Nextiva are stored for 6 months and can be accessed or downloaded anytime during this period via its call recording application.
The next tool on our list is RingCentral. It is another cloud-based tool that effectively captures all your interactions with your prospects and customers. The tool has the capability to record both inbound and outbound calls without any manual intervention. This makes it ideal for your customer success and customer service teams too. You have the freedom to store around 100,000 call recordings per account in the cloud. However, you need to download the recordings and store them on your computer 90 days after creation in case you wish to hold the recording for a longer time.
8X8 is another popular software that captures, stores, and retrieves call recordings (both inbound and outbound) primarily for training and archive purposes. The unique aspect of this tool is its flexibility. For instance, it gives you a variety of options to store your recordings, such as in the cloud, Dropbox, or on your computer. The tool even gives you the option to automatically inform the other party that the call is being recorded.
The last tool on our list is CallRail, which has established itself as a powerful marketing analytics and call-tracking platform. Businesses across the globe are using this tool to generate, manage, and convert inbound leads. Call recording is one of the many features it offers to its users. This feature was introduced to enable users to revisit their prospect needs and also to assess the quality of their marketing campaigns. This was the easiest way to streamline your marketing budget. The most interesting aspect of the call recording module of CallRail is that you will get an email notification with the call recording once the call ends.
LiveAgent is a comprehensive call recording solution that is not only ideal for sales teams but also for your customer service teams. The tool offers unlimited call recordings, making it one of the few tools offering the same. Apart from this, LiveAgent also offers additional features like email ticketing, integration with CRMs, live chat, among others.
Best practices of call recording for sales reps
Here are 4 best practices you must follow while recording and listening to recorded calls in your call recording software –
#1 Set clear goals
Start by identifying you are recording calls in the first place. In other words, you need to establish your objectives for using the call recording software. The goals could be anything from evaluating the level of customer satisfaction to evaluating the effectiveness of your training program. When you set such goals, you will be able to effectively use the call recording software. More importantly, it will help you calculate the ROI of your call recording software.
#2 Focus on key moments of the call
This best practice is applicable only while you are listening to the call. As we had pointed out earlier, many sales calls are long and can reach up to one hour in duration. Do not waste your precious time listening to the entire conversation once again. Focus only on the key moments of the call that will actually add value or help you achieve the call recording goals.
#3 Share the recordings with others
Despite your highest concentration levels, there are chances that you might miss some critical information even while listening to the recording multiple times. This is where it is important to share the recordings with your peers and colleagues so that they can identify something that you missed. They might even give you advice on how to act upon particular information so that you can close the account sooner.
#4 Keep your customers informed
Most call recording tools today automatically inform the participants that the call is being recorded. However, as the host of the call, it is your responsibility to inform the same to them verbally. Also, it is important to mention the reason why you are recording the call; It could be for training purposes or to revisit the call for missed information and inform them of the same. Customers and prospects value transparency and honesty over anything else in a business meeting.
#5 Always follow the 100% coverage rule
Never make the mistake of recording only a section of call, irrespective of what you or your managers think. Some sales teams even randomly decide which calls to record and review. This is also a major blunder and defeats the very purpose of recording call. You simply cannot be prejudice about which calls will have important information conveyed or which calls are ideal for training purposes. You can always decide which calls to use or analyze once you have a repository of recorded calls.
And that’s everything you need to know before picking a call recording software for your business. Follow the tips highlighted in this post and pick a tool that’s tailored to your exact requirements. If you are looking for a call recording platform that offers a variety of next-gen features without you having to break the bank, you must try FreJun, which is the best call recording software of 2022. To know more about FreJun, book a demo now.
Frequently Asked Questions
1) What are sales calls?
A sales call is a business call that happens between one of your employees or agents and a prospect who has or is willing to consider your product or service as one of the solutions to their pain points or needs. The goal of a sales call is to convert the prospect into a purchasing customer by offering the necessary information and valuable resources to them.
2) Why are sales calls important?
Sales calls are critical to apprise the leads and prospects about your products and services in a way that they can make an informed purchase decision. Sales calls also help establish relationships with your prospect and close the deal.
3) How do you keep track of sales calls?
The simplest way to keep track of sales calls is by using call recording software. Besides recording calls, this tool offers a variety of advanced features that can make the lives of sales reps simpler and make them more productive.
4) How does call recording software work?
Once you have successfully set up the call recording software, the software will automatically capture all inbound and outbound calls, provided the call recording function is activated. It will convert these calls into voice data files. The software then proceeds to categorize the data into a specific format, such as .WAV. You can also tag important information with these files. The phone number and the call time are usually tagged automatically.
5) Which software is good for call recording?
FreJun is the best call recording software available primarily because it offers a lot more features than your regular call recording software. Its plug-n-play integration with CRMs like LeadSquared, Zoho, HubSpot, and Pipedrive makes it an ideal choice for sales calls.
6) What is the use of a call recorder?
Call recorders are used for a variety of purposes, the primary ones being revisiting call information, maintaining professionalism, improving training and onboarding, and settling disputes. Call recorders have etched a place in every organization, particularly in their sales teams.