Improve agent communication and customer service with a secure and effective call recording solution
Why call record & quality monitor?
Call recording is an essential tool for any contact centre. Not only is it a vital for supporting agent training and improving customer service, but it also protects an organisation from possible disputes by providing a reliable record of a conversation and/or transaction.
Unlock valuable insights into every interaction with Opus call recording solutions
At Opus we can advise contact centres of all sizes on the best call recording service to suit its requirements. We work with a number of industry leading providers including Cirrus, Gamma, Noeticca, 8×8 and Red Box to provide a solution that will help improve quality of service, optimise operational performance and quickly resolve disputes.
By understanding what your customer wants and how they perceive the service you deliver, we can tailor call recording features to suit your business requirements and help drive continuous service improvement
Features and benefits:
Cloud Based Recording
Define which interactions you want to record and capture these within the cloud. We can record entire conversation even if the call is transferred to a different agent. Being cloud based also means you can support multiple locations and remote working agents.
Anywhere Playback of customer feedback
With the recording securely held in the cloud, these can be retrieved by any authorised person regardless of where they are. Comprehensive tools enable you to filter and search for the appropriate call and to play, pause and rewind as required.
Agent Feedback on improving process
Agent feedback is essential in understanding how the customer experience can be improved. By instantly identifying gaps in agent skills and competences these can then be assessed and improved through efficient and targeted training and coaching. We enable you to capture the interactions your agents have with customers so they can proactively review their performance and make suggestions on improvement to processes.
Satisfy regulatory requirements
By capturing all interactions, or just the ones you need we can help ensure you comply with GDPR and The Data Protection regulations as well as any other regulatory controls relevant to your business. If you take credit card payments, we’ll also ensure you comply with PCI DSS regulations around capturing payment card sensitive data.
If a dispute happens, we’ll ensure you can quickly access recordings to resolve customer disputes in a timely fashion, as well as optimising best practices and governance procedures.
Security and Resilience
We can store your encrypted calls for as long as you want and make them instantly accessible to authorised users. This may be for legal and/or compliance purposes or for quality and process improvement and for evidencing historical transactions.
How can Opus help you?
As an independent contact centre solutions provider we can advise you on a range of call recording solutions and help you choose the right solution for your customers and your organisation.
Call us now on 0800 316 7566