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Call recording – why it should matter to your business

Posted by Simon Dunstan on 15/07 at 10:00 AM Healthcare, Large enterprises, Legal, SMEs, Telephone systems,
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Many businesses and organisations, whether they are in the financial, retail, legal, education or healthcare sectors, fundamentally rely on telephone systems as their major source of communication.

More and more of these are embracing and adopting the benefits that call recording delivers for the following reasons:

PCI compliance
Financial businesses or companies that take credit card payments over the phone need call recording to ensure they meet regulatory requirements.

Call recording does not provide protection from abusive, threatening or malicious calls, but the knowledge that calls are being recorded can act as a deterrent and the recordings can be used as evidence in the event of criminal proceedings.

You can effectively mentor and monitor your staff and their capabilities by recording how they deal with customer requests. You can also use call recordings to provide examples of ideal conversations and disastrous ones!

Resolve disputes and audit
Call recordings can be used as an audit trail for evidential purposes to help resolve disputes. This is particularly useful for GP surgeries that use telephone triage and need evidence of their conversations. Law firms use call recording to minimise complaints against them too.

Customer satisfaction
All of the above will result in improved customer satisfaction which in turn will help you achieve key performance indicators (KPI) and net promoter score (NPS) targets to give you a competitive edge.

swcomms provide both hosted and on-premise call recording solutions. Talk to us today on 0800 054 6789 or email us here and we will help you understand how our solutions are already helping multiple businesses and organisations.

Posted by
Simon Dunstan's avatar
Simon Dunstan on 15/07/2016

A real long-server, Simon has worked for us since 1998. He is a highly motivated senior account manager with an in-depth knowledge of solution sales.

Responsibility for new business development, tender bid management and ongoing account management, Simon thoroughly believes in providing real value for money using innovative communications technology to help achieve business needs.

Simon is father to two energetic boys. He is head coach of Sidmouth U8s rugby team and is an Exeter Chiefs season ticket holder.

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Contact: simon.dunstan@swcomms.co.uk

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