Call recording: the go-to option for cloud communications

Call recording is an advanced option offered in the various cloud communications plans offered by Videotron Business. What does it do? It allows for the automatic recording and archiving of telephone conversations. This feature provides access to a centralized platform to easily listen to, share, play, and search your staff's call recordings.

Recordings play a key role in quality control, compliance, employee training, litigation management, as well as managing customer consent documentation. They allow you to automatically analyze the content of all conversations with the help of specialized artificial intelligence (AI), to facilitate strategic decision-making.

Protecting your business and your customers

Call recording protects the company from misunderstandings or disputes that may arise in the normal course of business. A properly recorded telephone conversation between the customer and the staff is tangible proof of the agreement reached between the parties. This feature therefore makes it possible to limit legal risks, to properly document a case, and to ensure the quality of the customer relationship.

For example, the technical advisor of a garage can obtain verbal authorization from their customer, over the phone, to carry out a major repair on the vehicle. Automatically, the conversation is recorded, without any intervention from the employee. As a result, there will be no disagreement once the repairs have been carried out . . . and the invoice printed!

In some industries, such as insurance, the archiving of call recordings is a regulatory requirement that can extend up to seven years. For a broker, these records accurately document exchanges with clients, including their consent and information disclosed at the time of enrolment. In the event of a dispute, audit, or verification, recordings are reliable and easily accessible evidence.

Allowing you to be proactive

Call recording also provides a full transcript of the conversations that occurred during a call. Each call is then summarized in the original language—French or English. This makes important information easy to find with just a few clicks of the mouse, without having to listen to the entire discussion again. The "search" function is very practical...

For example, imagine a hardware store noticing that certain faucet models have been frequently returned for some time. The manager could then search the intuitive dashboard of the call recording feature to find conversations that contain the mention "faulty faucet."

The company would then be able to intervene with all customers affected by the breakage, and who have contacted customer service. The result: significant time savings and an important improvement in customer satisfaction.

Detecting trends and improving performance

AI, integrated into this valuable feature, transforms simple phone calls into a goldmine of relevant information. Each call is analyzed to highlight the key topics of the conversation and identify the dominant feelings (negative, neutral, positive). The data is then added to the dashboard to allow managers to get a better understanding of the customer. This valuable information is called "highlights."

The intermediate plan allows you to choose a highlight from the following: sales, complaints, customer satisfaction, municipal services, or the redaction option (by which sensitive information is censored automatically). As for the advanced plan, it gives access to three available highlights and redactions.

Complaints

For "Complaints" highlights, AI identifies situations where the level of service normally expected has not been provided to the customer. The situations are grouped and interpreted according to different themes unearthed in the conversations. For example, the "Delivery" topic presents records that are related to a delay, partial delivery, or damaged or lost goods.

Another example: A travel agency wants to better understand what influences the level of satisfaction of its customers in order to improve the performance of its agents. Through the analysis of highlights, managers found that 37% of the complaints received in a week were about billing, including 34 conversations mentioning charges deemed unjustified. This data allowed the agents to intervene quickly, remedy the situation, and avoid customer dissatisfaction.

Sales

In the "Sales" highlights section, AI specifies the period during which a sale was closed or not, and categorizes sales according to certain predefined topics, which allows for a better visualization of the results obtained or the progress of the process. For example, the subject "Appointment Booked" indicates that the seller and buyer have agreed to a time for the service appointment.

Customer satisfaction

In the case of "Customer Satisfaction" highlights, AI identifies calls in which certain positive customer interactions lead to gratitude or positive reinforcement. For example, the "Customer Service" section presents problem-solving cases, technical support availability, agent behaviour, and staff knowledge.

Whether you want to analyze customer interactions to improve customer satisfaction, train your employees using real cases, keep time-stamped records of conversations in the event of disputes, or make data-driven decisions, Videotron Business' call recording feature, available in three different plans, is unmatched in the market.

1. Call recording is done securely. Your data is secure, thanks to centralized archiving, end-to-end encryption, and access management.
2. Call recording is done automatically, without any additional action necessary on your part. You can then access recordings from anywhere and easily share them with authorized stakeholders.
3. Dashboards are easy to view and updated instantly. You can visualize trends at a glance and do in-depth research on the topics that affect you.

To discover the benefits of cloud communications, optimize your existing solution, or upgrade to a more advanced level of call recording analysis, contact us today!