Call Recording software enables you to record telephone conversations either over a PSTN (Public Switched Telephone Network) or VoIP (Voice over IP) in a digital audio file format. It also provides you with the ability to retrieve, playback, store and share call recordings. Call Recording software should not be confused with call monitoring technology such as call logging (gathering, evaluating and reporting technical and statistical facts about calls) and call tracking (recording information about incoming calls). Its sole purpose is to record the phone conversation taking place between individuals. The technology is typically easy to deploy and can be working within a matter of minutes. Related Content [Whitepaper] Top Tips To Consider When Choosing A Call Recording Support Partner What is the purpose of Call Recording? Companies or individuals buy call recording systems for different reasons depending on their unique requirements or industry needs. For example, In Contact Centres Call Recording can assist with service quality monitoring, training and dispute resolutions. In a Bank or Trading Floor, call recording can assists with fact verification, dispute resolution and helps firms meet compliance regulations. In General Businesses, Call Recording can be used for training and coaching of staff to help improve sales efforts and In Government and public safety, organisations can use it to record mission-critical incidents Once conversations are recorded, organisations can easily retrieve, playback and categorise recordings based on a number of different criteria including time and date of calls, duration of calls or who took the call. What are the benefits of Call Recording? Call Recording can deliver a number of different benefits for any organisation, such as: Compliance/Regulatory Requirements. It may be a ‘grudge’ purchase when implementing Voice Recording for compliance purposes, however, it’s critical for your brand to keep within the law and the reputation of your business must be protected. Compliance is higher up on the agenda in some industries, but whether you’re running a trading floor, bank, insurance company or public service organisation, being able to record your contact centre calls in a compliant manner is essential. You will need to comply to standards such as Payment Card Industry Data Security Standard (PCI DSS), MiFID II, GDPR or FCA. Related Content [Whitepaper] 5 Next Generation Compliance Recording Must-Haves Training & Development. When you dial into a call centre, the message announcing ‘all our calls are recorded for training and quality purposes’ is something that is familiar to most. This tool has become invaluable in training, whether it’s used for new agents or existing agents to improve on their skills and understand where knowledge is lacking. By listening to calls with your agents and team leaders you can pinpoint positive and negative interactions and identify areas for improvement. You can also ascertain whether your agents are adhering to company policies and compliance issues. Analysis of these calls is even more invaluable however we’ll go into further details later on this blog when we talk about Interaction Analytics. Boost sales conversions. Voice Recording can be used to identify the selling techniques which are working well as well as those which are not, as well as what products are likely to upsell and so on. Dispute Resolution. When there is a client dispute, you can’t rely on ‘she said, he said’ scenarios. If you record your calls from start to finish, having a full history will make it so much easier to clarify any issues and take appropriate action. This is particularly important if the Regulator comes knocking, having irrefutable and documented evidence will ensure disputes are resolved quickly and legally. Capture the finer details. A big part of providing great customer service is making customers feel like they are truly being heard. With call recording, you can avoid laborious note-taking, and give customers your full attention, by being able to replay the call back at a later date. What is the best Call Recording solution? There are a number of Call Recording solutions available on the market. The right Call Recording solutions will largely depend on your business requirements – i.e. the number of users you need to record, if you need an on-premise, hosted or cloud solutions, if there are any specific business issues that need to be addressed and your available budget. To find out more about which Call Recording solution is suited for you, check out our article: What are the most popular contact centre Call Recording solutions? Share this on socials
Advice Hub 15 December, 2021 Top Tips from a Call Recording & WFO Engineer Many organisations implement and manage a call recording or Workforce Optimisation (WFO) solution. These solutions can help improve the customer experience, ensure compliance and reduce operating costs. When the right solution is implemented, organisations then need to ensure it is managed by the right supplier who will understand specific requirements. Related Content [Whitepaper}Top Tips To
Advice Hub 2 September, 2021 A Guide To Microsoft Teams Call Recording Compliance With the emergence and acceptance of homeworking, organisations are now constantly on the lookout for solutions to help them remain compliant. And Microsoft Teams Call Recording is among those solutions. Microsoft Teams as a platform has transformed the way millions of organisations work. It has enabled Team communications, supporting internal and external collaboration. With one
Advice Hub 14 June, 2021 Why it’s Vital to Maintain Data Integrity for Compliance Purposes when Migrating Legacy Voice Recordings As voice recording systems reach end of life, banks must find a way to preserve the recordings and the voice data integrity, so they remain accessible for regulatory retrieval purposes. The typical approach involves migrating the legacy voice recordings into a new voice recording system which can be a bit like putting a square peg
Advice Hub 12 May, 2021 Call Recording Support – What you should be receiving Call Recording Support – What You Should Be Receiving From Your Supplier Many organisations such as Financial Institutions or Contact Centres implement and manage call recording solutions to ensure compliance, improve the customer experience and reduce business costs. For contact centres, for example, call recording plays an important role in their call centre software operations.
Advice Hub 18 March, 2021 IVR – Interactive Voice Response What is IVR Technology? Interactive Voice Response (IVR) is a telephony menu system that allows the customer to interact with a company without the presence of an agent. The IVR will use touchstone buttons on the customer’s telephone where they will press the keypad in accordance with the service they require. The call will then
Advice Hub 3 March, 2021 Workforce Management ROI Calculator Use this simple Workforce Management (WFM) ROI calculator to understand potential savings that could help transform your workforce planning and resource planning contact centre operations.
Advice Hub 24 February, 2021 Wordwatch: A Multivendor Centralised Voice Recording Replay Portal for Financial Compliance A MULTIVENDOR CENTRALISED VOICE RECORDING REPLAY PORTAL The Financial Services Industry As businesses and organisations across Europe were racing to get to grips with the new GDPR data protection and privacy regulations, the financial services industry had another piece of seismic data legislation to contend with. Under EU law, certain areas of the financial industry
Advice Hub 24 February, 2021 Decrypting Mobile Call Recording Business Systems’ Will Davenport gives an expert overview of the Mobile Call Recording technologies available for Financial Institutions With MiFID II stating the need to keep records of all telephone conversations and electronic communications intended to result in a transaction, even if the actual transaction never materialises; mobile call recording is once again under the spotlight. In 2009,