{"id":4428,"date":"2024-12-19T14:00:30","date_gmt":"2024-12-19T17:00:30","guid":{"rendered":"https:\/\/matrixgo.ai\/gravador-chamadas-atendimento\/"},"modified":"2024-12-19T14:00:30","modified_gmt":"2024-12-19T17:00:30","slug":"gravador-chamadas-atendimento","status":"publish","type":"post","link":"https:\/\/matrixgo.ai\/en\/gravador-chamadas-atendimento\/","title":{"rendered":"Call Recorder: Why is this feature essential for your customer service?"},"content":{"rendered":"<p class=\"wp-block-paragraph\"><em>&quot;Sir, I need to inform you that this call is being recorded.&quot; <\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">You&#039;ve probably heard this warning before when contacting a company by phone. <strong>Call recording<\/strong> It&#039;s a feature that might sound silly at first, but it&#039;s done. <strong>fundamental in certain businesses<\/strong> and an interesting feature with <strong>real benefits<\/strong> (For businesses and users). Want to understand? <strong>Why is this feature essential to your service?<\/strong> Read our article below.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Quality control<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">One of the main factors to consider when discussing call recording is... <strong>possibility of monitoring and controlling the quality standard<\/strong> from your connections.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">It is common for many companies to have a <strong>pre-established sales and\/or customer service script<\/strong>. However, <strong>Ensure that all customer service agents follow this model.<\/strong> It requires monitoring, and call recording is a powerful tool for this.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Even though monitoring and actively listening to recordings is not a common practice among managers (although highly advisable), the simple act of actively monitoring and listening to recordings is still a significant step forward. <strong>The existence of this resource reinforces and encourages agents to follow the service standard.<\/strong> (They are aware that their services may be evaluated).<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Service enhancement<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">For companies and managers who regularly monitor and track customer service interactions and recordings, a significant benefit of using recordings is... <strong>possibility of identifying areas for improvement, insights and relevant information.<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">When listening to the calls, it&#039;s common <strong>Listen to customer opinions and suggestions that can actually be analyzed.<\/strong> and bring about significant changes in the business, product, or service.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Managers are capable of<strong> Find patterns in complaints and\/or suggestions during calls.<\/strong>, using them to set short- to long-term goals and action plans.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Protection for the company and the customer.<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">If communication failures happen in simple face-to-face interactions, imagine the... <strong>communication problems that can arise during a phone call<\/strong>?!<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Crucial information and services <\/strong>\u2013 such as scheduling dates, times, subscriptions and service confirmations, payment details, cancellation requests, etc. \u2013 <strong>They need to be registered to ensure transparency and integrity. <\/strong>for each service provided.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">That way, <strong>Misinterpretations by the company or the user can be effectively challenged. <\/strong>based on call recordings.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">It is worth noting that the use of recordings in legal proceedings is only valid in cases where... <strong>The customer is made aware that the call is being recorded.<\/strong>Therefore, it is always essential to keep him informed about the procedure at the beginning of the appointment.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Monitoring of agents<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">As we said, the mere fact that the feature exists (employees being aware that they are being monitored by the recordings) becomes a <strong>excellent quality assessment tool<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">It is possible to discover, for example, through the recordings, <strong>Which customer service agents are more attentive or prepared to interact with customers?<\/strong>Which ones face the most difficulties and require training; those who are not representing your business, among others.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Analyze your call flow.<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Is your call center overloaded, with long waiting lines and a backlog of calls? Understanding the root cause of this problem is certainly a challenge.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Because with the <strong>call recordings<\/strong> It is possible to have a direction and <strong>to understand the main bottlenecks in the sector.<\/strong>Listening to the expectations and understanding the frustrations and desires of most customers is a first step towards proposing effective solutions.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Call return<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Your client called but couldn&#039;t get through to you?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Count on <strong>Voicebots<\/strong> It&#039;s an interesting strategy for <strong>guarantee 24-hour service<\/strong>However, it is also possible <strong>make it possible for the customer to leave their contact information.<\/strong> for later return.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In this case, recordings are crucial for customers to be able to share their data in voicemail and <strong>get a call back<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In some situations, the <strong>recorded data<\/strong> Recordings can be automatically transferred to CRMs and\/or <strong>They are available for future reference.<\/strong>, without the need for a new phone call from the agents.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>READ ALSO: <a href=\"https:\/\/matrixgo.ai\/central-telefonica-voice-bots\/\">&quot;Unlock the Potential of Your Call Center with Voice &amp; Bots&quot;<\/a><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Call Recording on Matrix ONE<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">In fact, recordings are incredible tools for monitoring your customer service, identifying areas for improvement, and protecting yourself legally against customer lawsuits and complaints.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Now imagine this <strong>to have access to these recordings on their own digital communication platform.<\/strong>We are talking, for example, about a complete telephone recording being available on the platform for possible consultation and history review in a new call.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This is the new feature present in <strong><a href=\"https:\/\/matrixgo.ai\/matrix-one\/\">Matrix ONE<\/a><\/strong> \u2013 an integrated platform that includes <strong>Chatbots &amp; AI<\/strong> and <strong>Voice &amp; Bots<\/strong>Matrix customers who have this duo now have <strong>Incoming call recordings are available within the digital communication platform.<\/strong>To access them, simply go to <strong>Services<\/strong>, and then, <strong>Analytical Service Report<\/strong>where it is possible to track calls and filter them by voice.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-large is-resized\"><img decoding=\"async\" src=\"https:\/\/matrixgo.ai\/wp-content\/uploads\/2024\/12\/WhatsApp-Image-2024-12-18-at-09.16.11.jpeg\" alt=\"\" class=\"wp-image-2915\" style=\"width:614px;height:auto\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">The resource <strong>It is now available.<\/strong> and represents yet another gain in information for agents and managers.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Not a Matrix Go customer yet? Get access to this and other amazing customer service features. <strong>Speak to a consultant and learn more: <a href=\"https:\/\/api.whatsapp.com\/send\/?phone=558006045555&amp;text=Ol%C3%A1%2C+eu+gostaria+de+mais+informa%C3%A7%C3%B5es&amp;type=phone_number&amp;app_absent=0\">0800 604 5555<\/a><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>READ ALSO: <a href=\"https:\/\/matrixgo.ai\/transcrever-audios-whatsapp\/\">How to transcribe WhatsApp audio messages?<\/a><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>READ ALSO: <a href=\"https:\/\/matrixgo.ai\/tendencias-ia-2025\/\">\u201c5 AI Trends for 2025\u201d<\/a><\/strong><\/p>","protected":false},"excerpt":{"rendered":"<p>Descubra como acessar e ouvir cada grava\u00e7\u00e3o no Matrix ONE? <\/p>","protected":false},"author":24,"featured_media":4429,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","_joinchat":[],"footnotes":""},"categories":[41,408,373,423],"tags":[70,65,570,67,412,571,572,217,72,573,54,404,574,424,403],"class_list":["post-4428","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-atendimento","category-chatbots-ia","category-tecnologia","category-voice-bots","tag-ai","tag-atendimento","tag-chamadas","tag-chatbots","tag-chatbots-ia","tag-funcionalidade","tag-gravacao","tag-ia","tag-inteligencia-artificial","tag-ligacoes","tag-matrix","tag-matrix-go","tag-recurso","tag-voice-bots","tag-voicebots"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Gravador de Chamadas: Por que esse recurso \u00e9 fundamental no seu atendimento? - Matrix Go<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/matrixgo.ai\/en\/gravador-chamadas-atendimento\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Gravador de Chamadas: Por que esse recurso \u00e9 fundamental no seu atendimento? - Matrix Go\" \/>\n<meta property=\"og:description\" content=\"Descubra como acessar e ouvir cada grava\u00e7\u00e3o no Matrix ONE?\" \/>\n<meta property=\"og:url\" content=\"https:\/\/matrixgo.ai\/en\/gravador-chamadas-atendimento\/\" \/>\n<meta property=\"og:site_name\" content=\"Matrix Go\" \/>\n<meta property=\"article:published_time\" content=\"2024-12-19T17:00:30+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/matrixgo.ai\/wp-content\/uploads\/2024\/12\/Blog22r-2.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1600\" \/>\n\t<meta property=\"og:image:height\" content=\"576\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Guilherme Matrix\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Guilherme Matrix\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/matrixgo.ai\/gravador-chamadas-atendimento\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/matrixgo.ai\/gravador-chamadas-atendimento\/\"},\"author\":{\"name\":\"Guilherme Matrix\",\"@id\":\"https:\/\/matrixgo.ai\/en\/#\/schema\/person\/9f25bd037407404b6bcacdc4a4b4bb62\"},\"headline\":\"Gravador de Chamadas: Por que esse recurso \u00e9 fundamental no seu atendimento?\",\"datePublished\":\"2024-12-19T17:00:30+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/matrixgo.ai\/gravador-chamadas-atendimento\/\"},\"wordCount\":938,\"publisher\":{\"@id\":\"https:\/\/matrixgo.ai\/en\/#organization\"},\"image\":{\"@id\":\"https:\/\/matrixgo.ai\/gravador-chamadas-atendimento\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/matrixgo.ai\/wp-content\/uploads\/2024\/12\/Blog22r-2.jpg\",\"keywords\":[\"AI\",\"atendimento\",\"chamadas\",\"chatbots\",\"chatbots &amp; IA\",\"funcionalidade\",\"grava\u00e7\u00e3o\",\"ia\",\"Intelig\u00eancia Artificial\",\"liga\u00e7\u00f5es\",\"Matrix\",\"Matrix Go\",\"recurso\",\"Voice &amp; Bots\",\"voicebots\"],\"articleSection\":[\"Atendimento\",\"CHATBOTS &amp; IA\",\"Tecnologia\",\"Voice &amp; Bots\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/matrixgo.ai\/gravador-chamadas-atendimento\/\",\"url\":\"https:\/\/matrixgo.ai\/gravador-chamadas-atendimento\/\",\"name\":\"Gravador de Chamadas: Por que esse recurso \u00e9 fundamental no seu atendimento? 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