Call recording, logging and cost control are all voice applications that can offer improvements to your business. In the case of call recording, your business may have no choice but to utilise this application to meet strict compliance rules.
While most telephone systems have the ability to record calls on an ad hoc basis, by simply pressing a button to begin recording, this method does not allow for all inbound and outbound calls to be recorded. Ad hoc recordings are not encrypted either, which is a requirement for any call recording being used as evidence in a court of law.
Dedicated call recording solution
A dedicated call recording solution is able to record all inbound and outbound calls or just calls to and from certain extensions to comply with regulatory requirements and to resolve disputes with an audit trail that can be used for evidential purposes.
Call recording can also be used to monitor quality and improve performance of call handlers by using it as real-life training aid, while offering a reliable means of accurately recalling or sharing details of calls.
Additional software can also be provided for call logging purposes to provide reports for call traffic analysis and management.
These reports on inbound and outbound call traffic mean calls can be allocated to extension users and departments for detailed analysis and cost allocation. Operator and extension response times can also be monitored, detailing call answer times, lost calls, etc. ensuring to reveal where staff training or resources are needed.
Account codes allow you to attribute outgoing call costs to particular customers or staff by simply inputting an account code at any time throughout the call. These can also be used for tracking the success of a sales campaign or other activity generating call traffic.
Call barring prevents calls being made to expensive destinations while giving staff access to specific destinations for business purposes.
Lastly, we give administration control to our customers with user-friendly system management platforms that eradicate the need to call out engineering resource to make simple programming changes. This reduces ongoing revenue costs and provides a more responsive facility to meet the changing needs of your business.
Want to find out more about these voice applications? Please do not hesitate to contact us.