ROI Arguments
- Liability: Resolve disputes & protect your business with recorded evidence
- Quality control: Improve employee performance & customer satisfaction
- Security: Detect or deter security breaches & inappropriate calls
- Training: Coach your employees with examples of high & low quality calls
- Marketing data: learn about your customers & their response to marketing campaigns
- Compliance: Comply with FSA or PCI standards
Dispute Resolution & Quality
Two of the main reasons for companies investing in recording are dispute resolution and call centre quality and training. Both demand different approaches to voice capture and storage, but both also require users to consider a variety of common factors when planning their voice recording.
Compliance
Statutory or regulatory imperative is the primary driver of this trend. In the financial sector, for instance, where millions are traded over the phone every day, comprehensive voice record keeping is now a mandatory requirement; the Financial Services Association demands that voice transactions be as easily recovered and audited as any other kind of electronic record.
This means that not only must financial traders employ a "blanket" policy of capturing all voice transactions, both inbound and outbound but they must also be able to accurately recover the records of those transactions in a "reasonable time" and also guarantee their authenticity.
To ensure that the right calls can be recovered in the "reasonable time" demanded by the FSA (typically within two days of it being requested), call logging systems must also be able to apply meaningful data to call records that enable multiple-call transactions to be recovered as a compound record; they must be able to identify all calls made by a given individual; and they must be able to associate voice records with relevant electronic records to provide a complete chain of evidence in the event of an inquiry or dispute.
Creating an audit trail for evidential purposes, then, has been the primary focus of voice capture efforts. But many companies are beginning to realise that those voice files contain potentially valuable information about the quality of service that they provide to customers - and how that quality might be improved.
Prices
CommsOffice Voice is priced by it's connection method, ie trunk side or extension side
CommsOffice is the ultimate communications management system, offering maturity, stability, ease of use and powerful market-leading technology.
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Key Questions to ask yourself
with regard to call recording:
- Does your industry regulator require
voice capture?
- Does your organisation achieve
significant transaction volumes/value
via the telephone?
- Does your organisation offer professional advice over the telephone?
- Are your staff subject to verbal abuse
from callers?
- Does your regulator stipulate a minimum retention period for voice/data records?
- What is the maximum time period during which a typical business may be subject to dispute or error checking?
- What proportion of calls received/
originated from your organisation carry
a risk of dispute and/or statutory record
keeping?
- Do you need to practice 'blanket'
recording?
- What is the typical length of call likely
to be recorded?
- If voice transactions may be used in
evidence, can you guarantee voice
record quality?
- Does your business/service need online
access to voice records?
- What level of legal/commercial risk do
unrecorded voice transactions present
to your organisation?
- Are voice transactions a significant/
growing element of your business
processes?
- Can call quality be competitive
differentiator?
- Can voice records capture data that
would be lost to a conventional online
CRM system?
If you can answer the questions above, you already have call reporting.
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