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BUSINESS CALL RECORDING SOLUTIONS
Call recording is pivotal for businesses who strive to deliver customer service, compliance and operational excellence.
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Business call recording facilitates compliance requirements and provides insights to help businesses improve customer experience
Business call recording solutions are pivotal for businesses who strive to deliver customer service, compliance and operational excellence. Call recording solutions not only aids in maintaining high service standards and legal compliance but also provides a solid foundation for ongoing
improvement and customer satisfaction.
Our call recording solutions help businesses meet stringent legal and regulatory requirements
Our business call recording solutions help businesses meet stringent legal and regulatory requirements by securely recording and archiving phone conversations. Data protection and privacy laws are increasingly stringent, and ensuring that a business’s telephone interactions with customers comply with the set legal standards is paramount.
Our solutions are designed to manage consent in line with regulations, automatically recording calls in a way that respects privacy laws. This not only protects businesses from potential legal implications but also builds trust with customers.
Business call recording enables managers and quality assurance teams the ability to listen to recorded calls
The quality assurance aspect of call recording is invaluable for identifying training needs, as it highlights areas where agents/employees excel and where improvement is needed. It fosters a culture of continuous learning and development, ensuring that your agents/employees are well-equipped to handle a wide range of customer queries and challenges.
Our call recording solutions provide factual and unbiased conversation records
Disputes between customers and businesses can arise from misunderstandings or miscommunications during telephone conversations.
Our call recording solutions provide a means to swiftly resolve disputes. By referring to the exact content of the conversations, both parties can clarify misunderstandings and quickly come to a resolution. This recording capability not only saves time and resources but also helps in maintaining positive customer relationships, as disputes can be settled amicably with evidence to support the resolution process.
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Call recording is a treasure trove for training and development purposes
Real-life call recordings offer tangible examples of various scenarios agents/employees may encounter, making the physical recordings an excellent resource for training sessions. Trainers can use specific calls to demonstrate effective communication techniques or to highlight areas that need improvement.
This direct approach to learning from actual interactions accelerates skill development and helps agents/employees to better meet customer needs, ultimately enhancing the overall customer experience.
Regularly review and monitor calls to improve the performance of the CX team
Managers can assess individual and team performance by analysing call interactions, paying attention to metrics like call handling time, customer satisfaction, and resolution rates.
This ongoing review helps in recognising outstanding performance and identifying areas where additional support or training is needed. It’s a strategic approach to managing human resources, optimising the performance of the team, and ensuring that customers receive the best possible service.
Gain insight in to call volume trends and customer behaviour and agent performance
These analytics help businesses understand the “why” behind the numbers, enabling them to make informed decisions about staffing, training, and customer service strategies.
By analysing patterns and trends in the data, companies can identify peak call times, common customer enquiries or issues, and areas where the service process can be streamlined. This level of insight is crucial for strategic planning, helping businesses to anticipate customer needs and allocate resources more effectively to meet those needs.
Frequently Asked Questions - Business Call Recording
In the UK, call recording is legal if at least one party consents, but it’s best practice to inform all participants. Opus can advise on a range of compliant call recording solution to suit your specific needs and compliance regulations for certain industries.
Yes you must notify participants that a call is being recorded to remain compliant with GDPR and other privacy laws, even if it’s a Microsoft Teams call.
Automatic call recording captures every call by default, while on-demand recording requires manual activation. Opus provides a range of call recording options based on your business needs and compliance requirements.
Call recording helps with quality assurance, dispute resolution, training, and regulatory compliance. Opus provides secure and compliant call recording solutions to support these goals.
Call recordings are encrypted and stored in secure, GDPR-compliant environments with access controls. Opus ensures your data is protected and retained according to your policies.
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