Call Recording Management

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...

The City Regulator has been tough on issuing fines for compliance recording in the last few years. In fact, they have issued fines for several reasons ranging from compliance recording, misreporting of transactions and anti-money laundering failings. It’s a volatile world out there, and the failure to manage risk appropriately for many financial institutions has been costly. Let’s set the scene. According to the Guardian, the City regulator imposed more fines on companies in the first half of 2019 than...

Implementing Call Quality Monitoring When implementing call quality monitoring (QM) within a contact centre there is no ‘one size fits all approach’. Every Contact Centre is different with its own core values, processes, procedures, training and objectives. For quality monitoring to be successful it must be tailored to fit within all areas of the business and a generic, simplistic approach should be avoided. Before starting the first questions that should be asked is ‘What is the Purpose of QM?’ What changes do...