Call Recording Advice

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 Consider When Choosing a Call Recording Support Partner However, all too often, we've seen suppliers offer little to no support to customers once the solution...

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. The benefits of call recording are well known, ranging from ensuring compliance for organisations who are legally obligated to record calls, to coaching and training...

Business Systems’ Tim Thurston explains the challenges Financial Institutions face with recording voice for MiFID II compliance. MiFID II specifies that telephone conversations and electronic communications intended to result in transactions need to be recorded. Why do financial institutions and compliance officers struggle with voice, ie telephone conversations, when it comes to trade reconstruction? What MiFID and MAR want is a fairer, safer and more efficient market. They want to provide greater transparency and stronger investment protection because of market...

Insurance Sector: An industry ripe for Interaction Analytics  Transparency, Fairness, Competition. These are the 3 predominant forces that are shaping the increasingly competitive landscape of the insurance sector in the UK. Regulatory bodies like the Prudential Regulation Authority (PRA), the Competition and Markets Authority (CMA) and the Financial Conduct Authority (FCA) are making sure that these elements are being observed by both the established ‘high street’ Insurers as well as the increasing number of new entrants. So today, within this...

Call Recording is utilised in most businesses today, especially customer-facing ones. It is also used in contact centres who implement call centre software in order to boost productivity, engage the workforce and cut operating costs. What is Call Recording: Call Recording software records telephone conversations over a Public Switched Telephone Network (PSTN) or Voice over IP (VoIP) in a digital audio file format. It also provides you with the ability to retrieve, playback, store and share calls. More simply, Call...

Failing to comply with compliance regulations does not just affect the reputation of a business, which can lead to loss of profit and market share; it personally affects those in charge of the business. In a world where super-size fines no longer shock or deter bad practices, regulators have moved on to using a wider  range of measures to ensure compliant behaviour from both firms and individuals. “We are in an era of greater individual accountability. It is now widely...

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...

How to record mobile phone calls There are many different options available to choose from when deciding how to record mobile phone calls. Which solution you choose to go with is dependent upon different factors including user requirements and budget. Here we list a few options for you to consider when deciding how to record mobile phone calls. To find out more about Mobile Call Recording, check out our article:The Evolution of Mobile Call Recording In Network Recording Network based mobile...

What is Call Quality Monitoring?  Call Quality Monitoring is when an individual or organisation takes the time to listen to and evaluate the phone conversations taking place between staff and customers in order to improve call handling, customer service, loyalty and revenue.  If an organisation has a call recording system in place these interactions can be reviewed by playing back the recorded calls. Where there is no call recording in an organisation, calls can be listened to and evaluated manually through live...

"Calls may be recorded for training and quality purposes" - It's a phrase we've all heard when calling a company or organisation, but do you know what it entails, and what these recorded calls are used for?   Call Recording is something most people are aware of, however, not many are familiar with why organisations record those calls and what happens with those recordings after they are captured. 6 Reasons Why Organisations Record Calls Staff Training and Development It's a competitive world...