Call Recording – An Essential Tool For Business
As specialist providers of the full range of telecoms and data/IT services to UK based businesses large and small, we at Southern Voice & Data have seen a marked increase in the demand for call recording solutions. This trend appears to be right across the industry and has become one of the hot topics among telephony professionals.
Why Bother Recording Phone Calls?
At a basic level it provides evidence of who said what and provides a permanent record of discussions that take place either with customers or work colleagues. How many times have you wished you had taken more detailed notes about a customer’s requirements and then wasted hours preparing the wrong quotation? If you had recorded the call, this can be referred to so you get the specification correct and both time and money are saved.
However in the modern business environment, call recording can be far more important than that.
Recording phone calls can be a valuable management tool to improve the quality of staff performance, not only in call centres and help desks but in every department of the business. The ability to choose random conversations, rather than those that the manager is directly aware of, ensures that every staff member can be measured against quality indexes and appropriate training procedures instituted so that they are achieved.
When call recording is used as part of clearly defined training plan, staff will perform their jobs better and more customers will be retained.
It is not just the financial sector that has to prove compliance in their dealings with customers although these businesses are particularly affected by it, even down to independent financial or pension advisors. Rules and regulations abound, especially if you are taking card payments over the phone – which applies to nearly every business these days – and the need to prove compliance exists, even for those working remotely or using a mobile.
It is a fact of modern commercial life that the majority of business is done over the phone and the potential for disagreement and dispute of what was offered and agreed comes as part of the package.
We know from talking to our customers that if they have installed call recording as a feature of their telephone system, they are far less prone to having disputes and being forced to give in to demands to keep the customer happy. Often it is a case of a customer believing that something was offered when it was not and being able to send them an email of a transcript of the recording will jog their memory.
This saving can far outweigh the cost of the feature and if the worst happens, then the recording can be used as evidence in any litigation.
At Southern Voice and Data our preferred call recording solution is iCall Suite from Ericsson-LG. This is a complete communications management package that does far more than record phone conversations as it has a comprehensive range of features that provides all the business tools you need for your telephone system. Review the capabilities of iCall Suite.
For small to medium sized businesses, we also provide iPECS IP Call Recording (IPCR), again from Ericsson-LG. This is a server based application that provides an all-in-one solution to monitoring and recording telephone activity with the ability to record up to 200 calls simultaneously. Review the features of iPECS IP Call Recording (IPCR).
No matter what business you are in or how big the organisation, call recording is no longer a luxury for those outside the large call centre environment or companies regulated by the Financial Conduct Authority. Today it can bring real savings, improve efficiency and increase profits for almost any company.