Industry leading telephone systems, world class service and support
Call Recording Solutions
Analysing the interactions with your customers is more important than ever and can assist in gaining competitive advantage by understanding their requirements better and ensuring your organisation remains agile. Call recording is the practice of listening to, recording and assessing interactions between staff or call centre agents and callers. This practice is used for staff training and development, customer quality control and liability protection.
We offer a range call recording systems designed to provide tailored solutions that will fit the profile of how your business operates. Our solutions include comprehensive extension and line side call recording solution packed with innovative features to search, record, play and archive telephone calls.
Leading edge web technologies ensure that our solutions are the most powerful yet easiest to use solutions available today. Whether you need to capture and retrieve recordings for regulatory compliance, or for business improvement through higher levels of customer satisfaction, we have solutions to meet your needs. They work with all technologies – ISDN, SIP and VoIP, in whatever combination you have chosen. They work with a range of IP and Traditional PBX telephone systems.
Features and benefits
Contact centres that implement call recording, logging and monitoring often see an increase in productivity, improved AHT (average handle time) and better customer relations. Call Recording will enable you to record all telephone orders and discussions and you can quickly confirm back to a customer what was agreed, which resolves any disputes quickly.
- Resolve Disputes – Find calls quickly and email an extract to your client to confirm contract details.
- Demonstrate Compliance – Show that FSA & PCI DSS call recording rules have been followed.
- Monitor Quality – Review recordings to ensure that clients have been dealt with professionally.
- Improve Performance – Work with staff to develop their telephone and telesales techniques.
How we can help
Call recording can come in many shapes and sizes. Our experienced team can advise you on most appropriate call centre solution to meet your requirements and the regulatory requirements defined by the FCA and other regulatory bodies.
Our call recording solutions scale effectively across a broad range of requirements, whether the requirement is for a small workgroup or small business scaling up to specialist contact centres across multiple sites. We can talk you through features and benefits once considered to be available only in large complex contact centres. Features such as the Tagging of recording into your CRM database, Network archiving and retrieval using sophisticated search and playback options; all in a secure environment that complies with the latest regulations and legislation.