Call Recording for Sales Companies – Why It’s Essential!

Recording your sales calls should a no-brainer. Why isn’t this the case? Hard to tell.

Maybe because this blog post, explaining the importance of call recording for sales companies, didn’t exist here before.

Regardless of what or how you sell, sales conversations are usually part of the process. Whether it’s cold calls, scheduled meetings, or follow-ups, I’ll leave that unsaid.

Not recording these calls essentially means throwing away valuable insights which, especially in 2024, feels downright silly. It’s time to start embracing sustainable sales practices.

What is Call Recording?

By call recording, I mean some form of software or service that ensures calls made to and/or from a number are recorded and stored. There are different types of call recordings:

• Fully Integrated Call Recording
• Usually an add-on service in various PBX or telephony solutions that work seamlessly. Quick setup and easy handling (usually). But don’t be fooled, many telephony solutions offer call recording which sometimes can be a third-party service they provide, leading to you having to manage two different systems.
• Third-party Recording
• Stand-alone services or apps in the phone, there are various types of third-party services to choose from. Often harder to get started with, requires manual handling and, most obviously, is not part of your business phone system.

With today’s services, you can sometimes choose between automatic and manual call recording, customizing it as you wish in the premium services.

Why It’s Important to Record Calls

Just as I wrote earlier, it’s about capturing insights that would otherwise be lost. But of course, there are more reasons why it’s important to record sales calls. Here are a few:

Improve and Evaluate

As the post began, one of the benefits is that the salesperson or manager can listen and analyze the calls. What kind of pitch works on what kind of customers? What’s the tone of the salesperson? Which words or phrases create the most trust? You get the idea – the possibilities are endless.

And for a sales manager, the recording provides an excellent opportunity for concrete and accurate feedback to improve and develop the salesperson!

Don’t Miss Any Details in the Conversation

I barely remember what I had for breakfast, and I eat the same breakfast every day, mind you. So expecting a salesperson to remember every detail in a conversation is asking a bit too much if you’re asking me.

By recording the calls, the salesperson can listen to the conversation afterward to ensure they didn’t miss any important detail.

Listen to the Improvement

Hopefully, your salespeople undergo some form of ongoing training/coaching to constantly evolve, and what’s better than being able to go back and compare the salesperson’s calls to see what steps they have taken. What has improved in the intro? How does the salesperson meet the customer now compared to a year ago?

Train New Salespeople

Call recording gives you the opportunity to build up an inventory of good and less good sales calls. This inventory should become a part of your onboarding for new salespeople.

I probably don’t need to say this BUT I’ll do it anyway.

A common and appreciated exercise is to let new salespeople themselves categorize calls as good or less good and analyze and explain their categorization.

Avoid Misunderstandings

To avoid unnecessary discussions on the topic of ‘he-said-she-said,’ call recording is worth its weight in gold. You can easily go back and listen to alleged promises or other things a customer claims were said by a salesperson, thereby clarifying any questions they might have.

Key Points to Consider When Choosing a Service

If you ask me, simplicity is key, just like with much else in life, the threshold needs to be minimal for the salespeople to utilize the technology.

Here are some important things to consider when choosing a service for recording sales calls.

Fully Integrated with Your Telephony System

Apart from simplicity, this is my best tip: avoid third-party services as much as possible. Make sure to choose a solution that offers built-in call recording so that you gather everything in one place.

Ability to Customize Settings

No organization is like the other, even if you all deal with sales. Therefore, it’s important that you can customize the settings to suit your needs.

It could be the ability to set which calls should be recorded and when, if a user should be able to manually configure their settings, who should have access to recordings, and more.

Easy Access for Those Involved

I’ll say it again, the key often lies in simplicity. An integrated recording that starts automatically removes all possible thresholds and excuses a salesperson might have for not recording their calls.

It should obviously be easy for everyone. As a sales manager, you should be able to easily filter, download, and distribute recordings to the salespeople in the team!

Call Recording in lynes

Lynes and sales companies go hand in hand; we currently supply various types of sales companies with our fully integrated call recording.

It’s easy to use and administer, both for the salesperson and the manager. Of course, everything is done in accordance with MiFID II. You’ll find all recordings in the call log, where you can easily filter out a user or group. From there, you can listen, download, and share the recording further in a channel or direct chat.

Key Features:

• Automatic or manual start with the ability to censor parts of the call
• Ability to set which calls should be recorded and when
• Encrypted storage with 30,000 calls per user and 300,000 for an answer group
• Permissions for playback and the ability to delete recordings
• Possibility to share recordings in chats and channels

Hope this has been helpful! If you’re considering a new service to record your calls, don’t hesitate to book a demo with us today today!

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