HomeTracking ProductsClientsPackagesResellersNews

Call recording is the best way to improve customer service

A recent survey by UK analysts ContactBabel asked participants to list the most effective ways to improve customer retention and customer service. Call recording and call monitoring came in at number one. 

Call handlers said the ability to record calls is the most effective tool in improving customer service. Having the facility to listen to inbound telephone enquiries goes a long way to improving every contact made between prospective client and company. The way a sales enquiry is handled can have a huge impact on how the company is viewed by the caller and therefore whether or not they client eventually buys from you. 

As part of their call tracking offering, Mediahawk provides call recording on all their 08 and local presence number ranges. The ability to record calls without the need for external equipment or making changes to an existing telephone system makes it an easy solution for most multi-channel business owners. 

The way call recording works is using an 08 or local prefixed telephone number on marketing material such as a website, email or advertisement, the caller rings that number and the content of that call is recorded. The users can then listen to the call via a secure login and flag it if the content is of interest. The calls can be listened about fifteen minutes after the call comes in and will be stored for a month in the secure portal. 

Once the calls have been listened to it is easy to identify areas that need improvement such as the call destination. Have telephone enquiries been on hold for too long or been sent to a voicemail rather than get answered? Has an enquiry not been handled in the right way to encourage conversion? These areas can now be improved upon and have a significant impact on conversion rates, customer retention and overall operations. 

Try call recording free for six weeks. 

Or call us on 0844 243 5888




To get more information on our call tracking services please fill out this form.


  • Twitter feed loading ...