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Fully Managed

Screaming Customers, Disputes and Confused Staff - How Call Recording Can Benefit You

03 August 2017 at 16:08pm

VoIP opens more possibilities than using a 'traditional' phone system. One of these possibilities is the ability to record your calls with out the need for any special equipment or phone lines.

All users on our Fully Managed service, for instance, can have all calls recorded automatically by our system.

 

No hardware or specialist devices are required on site, no training or specialist staff will be required, and no specialist phone will need to be bought.

 

Our Fully Managed VoIP service can be set to record all your calls, both in and out, and all it takes is an email to our Technical Support team. That's it!

 

No rushing to a hardware store, credit card in hand. No phoning round various suppliers to compare prices. No reading manuals, leaflets or instructions. And no visits to the local college or polytechnic to get yourself trained in IT hardware installation and maintenance.

 

Just a quick email, webchat or phone call.

 

If you request it at the start we will enable it from the day and time your service goes live. Every call, both in and out, recorded and saved in case you need it.*

 

Recording is useful for all customers who wish to reassure themselves against future disputes. In the unfortunate event that a dispute does arise with a customer, and the customer is claiming something has been promised but not been delivered, then the recording of the call can easily be sourced and listened to by management or senior staff. The issues moves from personal opinion into simple fact. The recording will not lie, and will give all involved a reliable reference point.

 

Equally, the recording will not get confused, misunderstand or jumble the facts as time goes on. It is an unfortunate fact that, in times of stress, people often become confused. If the person is a disappointed customer, they are likely to have twisted facts round in their head, and this is completely unintentional. It is simply human nature, we all find it hard to believe we have made a mistake, and when engaging in a dispute with a supplier it can be difficult to back down. So your irate customer can be difficult to calm down, and they may not wish to listen to your side of the story.

 

With a recording of the call, you are armed to give him the simple facts of the matter. It is no longer in doubt who said what, to whom, or why. Everything said can be listed to and reviewed. Your company may be right, or the customer may be right, but you will know the facts of the case.

 

Recordings can also be very useful when it comes to staff training. It can be difficult to take in advice, keep products and services in mind, and chat to a customer when you are a new start and everything is unfamiliar. Listening in on live calls can make people feel uncomfortable, and may make the new start nervous. But reviewing calls, when everyone is calmer and the employee can think more clearly, can prove far more advantageous. Remove the stress from the situation, and pass on clearly your expectations during a review session. Clearly explaining what you want them to do and say will be far more difficult when a live call is actually taking place. It will be easier, and prove more effective, when they are calmer and can think about what is being said, and react to advice being given.

 

Call recording is especially useful for those who work in the Legal or Finance sectors. These industries are very open to accusations of misleading advice, mis-selling or other unscrupulous practices.

 

It also means that Regulating Bodies can review what is being said by those in the industry to their customers. Whenever a complaint is raised by a member of the public regarding a company supplying financial advice, products or services, the Regulatory Body will ask to review all the calls which are relevant. In which case, they put themselves in the driver's seat regarding assessing the situation. They no longer have to listen to two sides arguing about who said what and to whom. They can listen to the whole dialogue, and decide on the facts of the matter.

 

If you are a company operating in the Financial sector, then you are actually legally bound to use Call Recording. New legislation currently planned to come into force means these recordings must be kept for at least five years, and possibly seven.

 

If you are a Financial Services company, and wish to discuss our Additional Call Recording product, get in touch and we'll be happy to help.

 

If you a company of any sort which wishes to use Call Recording to provide assurance in the event of possible customer dispute, start a conversation with us and we can discuss the many advantages we can offer, including the standard Call Recording our Fully Managed service offers.

 

 

*Our standard Call Recording gives three months, or 5 Gb of recordings, whichever occurs sooner.

 

 

 

 

 

 

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