Call Recording

When you manage a lot of employees in a call centre, you can find it difficult to find the time to check that certain standards are being reached. However, this presents a tricky situation as standards can often slip without you realising. This is why Elite Telecom offers a comprehensive call recording solution, specifically tailored for contact centres and call centres. With Elite you can choose an ad hoc call recording system which will allow you to sporadically monitor calls or you could choose a bulk call recording solution which can be used to protect companies from litigation.

As well as monitoring the standards of your call or contact centre and allowing you to steer your staff in the right direction, a call recording solution can be used as a training tool to show new staff the do’s and don’ts of a call centre.

Call recording : most people now realise that this is a necessary function for most business transactions that take place over the phone. Most people also realise that call recording is something best left to the professionals. What most people don’t realise is that call recording comes in a variety of guises and what you actually record is often important.

Take card payments for example. Companies are no longer allowed to call record when sensitive information such as card details are being given over the phone. With so many rules and regulations regarding call recording and the threat of clogging your systems with irrelevant masses of data, companies should research reputable call recording companies for a solution they can trust!

…Elite sent to me-

Five call record-ings!
Four mobile phones
Three NGNs
Two Swyx systems
And a way to queue my calls effect-ively!

More and more companies are recognising the benefits of recording calls as part of their business solution. Recording calls can help you maintain and monitor the efficiency and quality of your staff as well as train them, reduce legal risks to your company and meet FSA compliancy obligations. Elite offer a wide range of call recording solutions, from bulk call recording to ad hoc!

SPOOFEM.COM is to develop applications for the Apple iPhone that will be made available through the Apple App Store. SPOOFEM is well-known for its caller ID spoofing service where a random  number comes up on caller ID rather than the callers actual number. Many law enforcement agencies use SPOOFEM’s services and now the founder of SPOOFEM, Gregory D. Evans – incidentally, one of the top computer security experts around – will be designing SPOOFEM apps for business people. Things like no caller ID, call recording and voice camouflage. Business users who are constantly on their mobile phone will undoubtedly be clamouring to get hold of SPOOFEM’s apps.

To properly monitor your call centre and to learn how agents are performing, call recording is the only valid option. By listening to sample of recorded calls, managers can see whether the quality of the call centre is living up to their expectations. A lot of industry experts believe outsourcing call recording is the best way to obtain results. Companies that are professional call recording companies will make a better job of call recording than if you do it internally. Call recording companies can quickly and easily set up a monitoring solution without it impacting on the day-to-day duties of your call centre and rather than relying on supervisors and managers to handle call recording solutions, by outsourcing you also outsource the need to manage a call recording solution. Simple!

Top research firms have agreed that if there is one thing that companies should have been spending money on during the recession, then it’s top of the range call recording solutions.

In the last recession companies were simply cutting costs to survive, ignoring customer care and the customer experience completely. This meant that when the recession ended, customers migrated to other companies. In this recession though, investment in call recording solutions can help companies keep abreast of customer feeling and improve it, say the top research firms. With such a wide range of multi-functional systems available now, there can be no excuses for letting your call recording system lapse!

Rob Bowers, product manager of the contact centre division of Avaya , recently said in an interview that contact centres not using call recording solutions are missing out on a lot of opportunities that could make their contact centres and CRM (customer relationship management) systems more efficient. With the constant evolution of IP phone systems, call recording solutions offer a scalable function that adds immense value to companies. Not only can you find out what customers are saying, you can also identify any problems with your agents. That’s why, according to Bowers, Avaya partner with many companies who can offer the best call recording solutions for their contact centres!

Controversy flares again over Google Voice – not about blocked phone numbers this time, but about call recording. With Google Voice, you press a key and calls can be recorded. Private, personal calls. A short announcement comes over the line to both parties when this happens, but as some users have said, simply saying ‘hello’ can mask the announcement from the other party. Aside from private call recording being illegal in some places, what is perhaps more worrying is the fact that Google keeps hold of these recordings. Maybe it’s time to take up letter writing again…

Call centre’s are utilising solutions such as call statistics, call recordings and CRM (Customer Relationship Management) now more than ever in a drive to keep costs low as less call centre staff are hired in the tough economy.

Many call centres found that as the economy meant they could afford to hire less staff for peak periods, customer satisfaction rates were suffering. This meant call centres had to become more efficient and they turned to call statistics, call recordings, new methods of call queuing and CRM in order to best utilise their staff and organise daily tasks. The upsurge in call centre solutions seems to be doing the trick as call centres continue to flourish despite a poor economic climate!

Call recording has featured in the news a lot lately, more so than it has before. It is mainly financial institutions that use call recordings because of regulation and compliance reasons. Now however, call recording is in a state of limbo. New regulations regarding the storage and obtaining of sensitive card data is putting call recording at risk, in much the same way that one bad review can forever tarnish a restaurant. Many contact centres, rather than research alternative methods, have been simply switching off call recordings so as to become compliant with PCI (Payment Card Industry) regulations. This is not the answer. Whether you realise it or not, call recordings play a huge part in business, no matter what business you’re in. Emergency services rely on call recordings, for instance, as do aviation industries and helplines. Call recording isn’t just for quality control purposes or regulation and compliance – in some cases it’s the difference between life and death, innocence or guilt – customers or no customers!