Call Recording Advice

Legacy voice data can be challenging for organisations – often difficult to keep track of, manage, and adhere to regulatory demands. Nevertheless, there are a few key steps that can be taken to simplify legacy voice data management.  1. Consolidate your View of your Legacy Voice Data For organisations with considerable legacy voice data estates, one of the biggest challenges is keeping tabs on many different storage solutions that may be in use simultaneously. Because the nature of voice recording...

As international hubs where individuals from different backgrounds and cultures come together, the diversity of trading floor and banking environments can introduce complexities in voice transcription due to variations in accents, dialects, and industry-specific jargon. Compliance teams must ensure that transcriptions accurately capture the intended meaning of conversations, even when language barriers or technical terminology exist. The majority of errors or inaccuracies in transcriptions often come from transcription engines which are unable to cope with trader speed and jargon. This...

Call Recording solutions are used in most organisations today, particularly ones which are customer-facing. Voice recording is a popular call centre software solution and is used by many. Depending on which industry is using this technology, the benefits vary. For example, a bank may be using call recording for compliance adherence and fact verification. A contact centre, may be using call recording for agent/employee training, script adherence and dispute resolution.  Government and Healthcare organisations on the other hand, may be...

When organisations think about improving their business operations, a lot of the time they tend to overlook smaller things that could potentially have a big impact on the business. For example, integrating a call recording system is often one of those overlooked methods of improving a business.  Sometimes big business changes can be improved by what we like to call 'smart changes'; you will be surprised at the impact one change, such as installing a call recording solution, can have on your business.  Contact centres in particular, look for call...

Can I integrate an existing legacy call recording system with a modern, up-to-date solution?  Yes this is possible. With a multi-vendor centralised voice recording replay portal this solution will sit on top of any existing legacy (and also live) call recording systems. A solution such as this is able to access calls from multiple call recording systems, regardless of age, manufacturer or geographic location. This unique portal sits above live and legacy systems (cloud or on-premise), providing a single point...

Many financial companies have created voice/call recording mayhem for themselves by surrounding themselves with multiple voice recording solutions, but there is a way out of the software jungle explains Richard Mill from Business Systems. Voice recording is a critical core compliance for financial services companies and should be straightforward – yet many companies have muddied the waters by acquiring different voice recording systems over time in different regions. These are often outmoded and incompatible, which is creating a real dilemma...

Voice will always be a powerful data set for organisations. Voice conveys context, emotion and sentiment providing you with actionable intelligence. Voice is powerful. However, IT leaders could be missing a trick when it comes to this, as not all organisations are recording every interaction and for some the majority of voice data, is not easily accessible. Collecting voice data is half the battle. Tapping into insights which voice data can provide you with is a whole other beast. According...

With regulators across different markets demanding for increased trade transparency and longer retention periods for call recordings; how can financial firms keep on top of their call recording estate? Not to state the obvious but, it won’t be long before MiFID II comes into effect in January 2018. It’s practically Christmas already. Data sits at the heart of these regulations. MiFID II aims to improve quality of advice and investor protections, and in doing so requires extensive data recording. Call...

Working in a law firm means you probably take a lot of important calls on any given day, but if you really needed to, could you recount every call you have received and every detail discussed during these calls? Whether you need to record for note-taking, dispute resolution, regulatory compliance or training, call recording can benefit your firm. Here are 3 ways how: 1. Avoid loss of information When talking to clients, it is vital to actively listen and note...

Despite the launch and subsequent growth of online gaming sites in recent years, there is still a significant proportion of customer support and betting which is handled over the phone. The reason for this is twofold, firstly there are still those customers who have grown accustomed to the ‘human touch’ and prefer to place bets over the phone. Secondly if there are any problems which occur when gambling online or indeed any disputes, people need to be able to pick...

Thanks to recent welfare reforms and housing law changes Housing Associations are under more pressure than ever to demonstrate efficiency and accountability, ensuring tax payer money is spent wisely. There are over 1,500 housing associations in the UK and each of them have to manage tenant expectations about the level of housing they receive whilst dealing with lower availability of housing. A report from the Housing Ombudsman who have jurisdiction across all housing organisations indicates that year on year since...

Even though solicitors offer a highly specialised service, like many other professions there is still fierce competition when attracting and retaining clients. Successful revenue generation and business development is built on personal recommendations and reputation and so your ability to train and retain ‘high performing’ legal staff is critical. Law firm call recording can be instrumental in assisting with this. 1. IDENTIFYING LOST BUSINESS OPPORTUNITIES In most cases your first interaction with a potential client tends to be by phone and...

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...

We all know that regulatory call retention periods have been steadily increasing for some time but that knowledge probably wouldn’t prepare you for a whopping 60 year obligation if it were to land in your lap tomorrow. Luckily this is not the case for most organisations but some insurance companies are indeed facing this very problem. The difficulty these companies have is not so much to do with modern call recording systems but with the older recording systems that: a)...

You could find yourself in ever decreasing circles trying to choose the best service & maintenance contract for your organisation and you are not alone. Experienced in this area, the Business Systems team has identified 5 factors for consideration prior to selecting a call recording support contract or maintenance provider. 1.Remote monitoring capabilities The ability to resolve customer issues quickly and efficiently is a must. The capability to identify and fix problems remotely results in less system downtime, saving time...

With the Olympic games scheduled to run from 27 July to 12 August and the Paralympic games ending on September 9th the forward thinkers at Business Systems have highlighted the following steps being taken to ensure our service and support operation will run on a ‘business as usual’ basis. Travel Public transport hotspots have been identified and engineering journeys will start earlier where required to ensure prompt onsite arrival. Home Working If movement becomes restrictive, home working contingencies will be...

PCI compliance, cost effectiveness and the ability to meet a range of customer needs are just some of the factors Business Systems took  into account when determining if Red Box was the best product to meet customer requirements. Having worked alongside Red Box Recorders on a number of engagements in the public and financial sectors, the call recording technology brings simplicity to digital recording at a competitive price, making it the perfect addition to Business Systems Call recording portfolio. Incorporating...

Project delivery consists of a number of key stages each designed to ensure a smooth, cost effective and professional implementation. Applied to a recording solution this criterion is equally relevant. One of the final stages within this programme cycle is that of acceptance testing. This testing forms the basis by which your solution will be measured and is the entry level for acceptance within your business. Consider this aspect prior to the onset of any implementation rather than leaving until...

Technology that serves contact centres and financial trading floors is evolving rapidly and with core systems embracing new business applications we are witnessing the creation of new mainstream business tools. Finding your way through the maze of new technology and understanding these new tools along with the names they go by can be difficult so we have reconstructed our website to help guide you through the process. Work Force Optimisation (WFO) has seen a number of product sets drawn together...

OK, so you’ve bought your recording system - congratulations! Now cue those niggling questions - Will the implementation go smoothly? How will I get the most out of the system? How do I engage all stakeholders to ensure they use the system effectively? How quickly will I realise a return on my investment (ROI)? Enter - ‘rapid return call recording consultancy’, a tailored consultancy programme provided by Business Systems to address all of the issues raised above and more. This...

As the credit crunch makes itself felt across all sectors of commerce and industry the Monitor looks at how you can either reduce your call recording budget or make it pay you bigger dividends. In summary, there are just two simple scenarios and the odd permutation to deal with, and here they are:- A) You already have a call recording system and you want to sweat that asset for as long as you can – in which case, can BSL...

A number of our clients have recently approached us and asked how the ability to record interactions will be affected by the implementation of unified communications applications. In order to answer this we first define unified communications... Picture this, you need to call a colleague you ring their desk phone, at the same time this also rings their mobile. Alternately one of your sales team clicks on a telephone number in your CRM system, click-to-talk technology intercepts the click and...

Your choice of Call Recording system should not just be based on how cost effectively you can meet your legal requirements, or what system is the easiest for your support team to maintain. There is also the consideration of what benefit you can deliver to your businesses operational efficiency when reviewing the physical integration of the recording system. The choice of integration can be simplified by deciding whether you want the opportunity to hear the customer side of their contact...