More
and more companies and individuals are recognising the benefits of
recording calls. It provides an accurate record of what was said by
whom and when, avoids the need for repetition or speaking slowly,
creates voice files to attach to client records and provides a perfect
aid to training, dispute resolution and compliance requirements. In
short, call recording puts the individual and the company in control of
their most prolific communication medium.
Save Money, Improve Efficiency And Protect Your Business
The ability to check facts, verify instructions, confirm orders, reply
to technical queries and to support and train staff in their handling
of calls, both improves efficiency and provides protection against
false claims. In some instances the recording of a specific telephone
conversation could save a company or an individual a great deal of time and money.
Furthermore, systems can be extremely easy to use and simple to support.
Call Centres
Agent performance monitoring, Campaign and Promotion evaluation,
Training support, Improve Customer Service, Regulation and Code of
Practice compliance, Record transactions & Provide Help desk replay
reference.
In the call centre, your reputation is only as good as the people on
the end of the phone, so it pays to monitor and manage the quality of
voice transactions. Similarly, if you need to reduce staff attrition
rates, it helps to develop agent confidence and potential by providing
effective training or by identifying difficulties before they become a
major issue. This is why recording is increasingly seen as an essential
call centre technology; providing an invaluable quality monitoring,
agent evaluation and training tool, as well as a record of
conversations for use in the case of customer disputes.
Financial Dealing Rooms
In the world of high finance, time is money. If there is a question
about who said what in a deal it needs to be resolved quickly and
efficiently. As money sits idle, relationships can sour, and
opportunities to close more business are lost. The key to resolving
these issues and, indeed, to meeting legislative requirements, is
digital voice recording. If a trader is in any doubt about what the
other party has said, they can replay their own calls immediately.
Similarly, Compliance Officers are able to instantly retrieve and
replay a call at their desk, or anywhere in
the world.
Insurance Industry
In the insurance industry, disputes [invariably] arise about who said
what over the phone. Where policy holders say that they were told that
“old or small claims don’t need to be disclosed” or “motoring
convictions don’t count”, all insurers can often say is that their
staff are generally trained not to say such things. They are usually
unable to state with any degree of confidence that the story we have
been told is in that instance incorrect. There is rarely any
contemporaneous written note of the call.
With this in mind, the Insurance Ombudsman recently highlighted that
apart from its value as a training aid, call recording ought to be seen
as a natural requirement for doing business over the phone. Furthermore
the industry regulator will require all insurers to have some evidence
of what was said in phone calls in the case of a ‘who said what’
dispute.
Command and Control
In the world of command and control, clear, concise communication saves
valuable minutes. Any delay in determining exactly what was said can
mean the difference between life and death. The emergency services need
proven voice recording systems that help to send the right assistance
to the right location.
Following the emergency, voice recording plays a key role in preparing
for the inquiry or inquest. With scenario replay, investigators can
listen to conversations in the order they were received, even if they
are on different channels. They can then reconstruct the whole sequence
of events quickly and accurately.
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Local Government
Voice recording can help Government organisations improve customer
service, increase productivity and cut costs. The introduction of voice
recording is also now becoming a key technology for Government
organisations, delivering a range of applications from verifying of
transactions to quality monitoring.
SME – Recording calls gives the small to medium Enterprise the same
benefits and advantages that hitherto have been enjoyed by those with
heavy IT budgets. Continuous calls, one after another, often prevents
accurate notes and updating of records. Recording calls allows you to
focus on what is being said, not the notes being written. Recording
playback
helps settle disputes, allows other staff to hear the call for
training, clarify garbled messages, trapping nuisance or abusive
callers and reduces exposure to liability. Recording calls provides a
valuable back-up when things don’t go exactly according to plan.
Training and Compliance
Proprietors of small businesses often have to travel to train staff ‘on
the job’, but they cannot be in two places at once. Even if it were
possible to watch a member of staff for the entire day, it would not
only be a tremendous waste of time, resources and money, but it would
not give a true reflection of staff performance. The ability to record
all calls, or even just a cross section of them, give owners and
managers the opportunity to evaluate, correct, encourage and support
staff. As a training tool it can be invaluable.
It is not often obvious to the end-user exactly what the benefits of
recording of telephone calls are to their particular business or
profession. The following summarises the most typical uses and users of
telephone recording:
Most popular uses for telephone conversation recorders
• note-taking/dictation
• recording agreements
• tele-marketing/ tele-sales
• recording meetings
• recording instructions
• clarification of quantities and specifications
• protection of staff from abusive/difficult customers
• ideal for litigation purposes as recordings can be used in court (UK)
• monitoring nuisance callers
• monitoring customer service
• monitoring staff performance
Typical Users:
Finance: Banks, Building Societies, Insurance Companies etc.
Pharmaceutical/Utilities: Oil Companies, Electricity/Gas Suppliers etc.
Training: Telephone Training, Call Centres etc.
Advisory/Legal bodies: Police, Legal Profession etc.
Travel and Tourism: Airlines, Estate Agents, Tourist Organisations etc.
Motor Vehicle: Vehicle Breakdown Services, Couriers etc.
Educational Institutes: Universities etc.
Media: BBC, Radio etc.
Health: NHS Trust, Doctor on Call etc.
Telecoms/IT: B.T., Mobile Operators, Help Desks etc.
Food: Food Manufacturers, Food Retailers etc.
Clothes/Fashion: Fashion Stores etc.
Retail: Electrical Stores, Mail Order etc.
Call Recording is becoming increasingly important in daily business.
Increased liability, and cases of fraud and threat make Call Recording
an essential tool for organisations.
Recorded telephone calls are being used more and more to clarify what
was agreed upon, or as evidence of fraud or threats. Agreements reached
on the phone form an important part of business in the financial world,
but are also increasingly common in trade, industry, and the Civil
Service.
Using a recorded conversation as evidence of an order or agreement is
common practice in these sectors. A company or organisation in the
public sector, or with accountability to society, inevitably deals with
confrontations and discussions – unfortunately often including threats.
Yet a person answering the phone cannot be prepared for all these
situations. If an incident is recorded automatically, an unexpected
problem can always be discussed with colleagues or people in charge.
For this reason Call Recorders play an important role in protecting
persons, organisations and assets.
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