Call Recording Advice

The UK Hotel industry is highly competitive with customer service being a key differentiator. When executed well it can mean the difference between star ratings and ultimately lead to improved occupancy rates. An often overlooked point but worth mentioning - customer service doesn’t start when a guest walks through your hotel door, it begins from the very first contact they have with you. How to embed a strong customer service ethos in reservation and bookings staff The first interaction some...

The taxi and private vehicle hire sector, like most other service-based industries is under increasing pressure to remain competitive and secure bookings, win council and corporate contracts and cultivate repeat bookings to help ensure long term survival. Additional pressures are also placed on ad hoc business with the launch of online companies like minicabit who offer to automatically compare and present the quotes from local taxi companies within seconds for the customer to then select their preferred option. Customer service...

Recruitment has always been a highly competitive sector with recruitment consultants and agencies pitted against one another to achieve top biller or best agency status. The challenge any staffing agency has, is to replicate the successes of their top recruitment specialists whilst learning from the mistakes made along the way and using these insights to drive better performance and more revenue. Using recorded phone calls for training, benchmarking and best practiceAmongst the many tools for recruitment which have emerged in...

The main focus of every school is the pupils. Quite rightly. But every good school knows it’s also important to keep an honest, open and positive relationship with parents. Call recording can make that easy - one of the reasons many schools are seeking to implement it. Gone are the days of costly, cumbersome systems that only IT teachers understand. Professional call recording systems are now affordable and easy to use. And they can help with everything from resolving disputes...

As digital marketing continues to grow, the property sector is no different with estate agents increasingly allocating budget to sites like Rightmove to generate interest in a property and to measure and track performance. Yet once those phones start ringing with viewings being scheduled, rental rates negotiated and offers being put forward, it is surprising how little of this activity which converts that online marketing into revenue is monitored, measured or recorded. As costs for solutions like call recording have...

Ah, the cut and thrust of retail. It’s a fiercely competitive industry. Survival - let alone success - depends on maintaining a competitive advantage. Such as flawless customer service. Or smooth operations. Or a consistent brand. Or defence against customer complaints. Professional telephone recording helps with all of the above and more. You can benefit whether you are a wedding supplier or a tailor; toy shop or takeaway. Here’s a quick introduction. 1. Improve your operations Ordering stock and receiving...

It’s tough out there, in the financial sector. Success relies on generating wealth for existing clients and having the competitive muscle to attract new ones. All while adhering to compliance and industry best practice. Professional call recording helps with all three. And it brings several unexpected benefits too, from smarter staff training to retaining smarter staff. Here’s a short explanation. 1. Dispute resolution and agreement confirmation The Financial Ombudsman upholds around 42% of consumer complaints about independent financial advisors*. It’s...

Reading through some of our recent case studies, it’s surprising how much in common our customers share when talking about what they want a call recording or quality monitoring (QM) system to deliver for them. This article picks out three common themes which we hope will help you when thinking about your own investment or upgrade. 1. WILL IT HELP ME RUN A SLICKER OPERATION? Many of our customers who have bought into the technology are committed to reducing inefficiencies and labour...

Unless there is a major ‘forced change’ event, where the decision is made for you it is easy to continue to live with a call recording system that is substandard, difficult to use and expensive to keep. Here are 5 common instances’ that signal you should be considering an upgrade. 1. Incompatible with future plans – from a telephony perspective your recorder may not be able to handle a switch to IP or there may be resiliency issues if you...

The answer couldn’t be simpler – ‘good planning’! But, and because we know that life is full of ‘buts’, good planning requires time, effort and a certain amount of specialist knowledge. Therefore, if all these elements are not in abundance then the result is going to be ‘poor planning’ and that equates to poor performance and increased costs – the dreaded downward spiral! So here’s a neat way to get ahead of the game with our handy call recording installation...

If you’re struggling to fit all your staff into one room or scheduling them to be in one location for a call recording training session then look no further. Business Systems can now provide call recording training for NICE Systems and Red Box Recorders remotely via webinar. For a fixed rate, any number of staff can attend the webinar and from any location, so if you have staff at different sites or in different countries they can still benefit from...

If you feel that you are not getting the most out of your call recording system you are probably not alone. Like most technology investments, the initial training and installation tends to focus on the basics, adopting a ‘walk before you run’ methodology. Outlined below our consultancy team highlight three key areas designed to help you drive more value from your investment. I. Identify training needs based on knowledge gaps Are you confident your team are using the full systems...