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Solve disputes and train staff with call recording
Posted by Caroline Moore on 24/06 at 10:27 AM Large enterprises, SMEs, On-premise telephone systems, Telephone systems,
SWComms call recording blog post image

Modern-day businesses demand excellent customer service, which means the people who handle clients’ calls, must be equipped with the right communications skills. They need to be able to handle a wide range of enquiries including dealing with any complaints or misunderstandings that could lead to legal disputes.

Call recording is becoming more and more prevalent in the business world and has become a legal requirement for government bodies or organisations offering financial advice. Call recordings can be used as a reference tool to check a customer’s call history with a business to help resolve any disputes.

Call recording can also be used to assist in the training of call operatives by using real examples to highlight commonly faced situations and to discuss the best ways of dealing with them.

Call recording can be provided in one of two ways:

  • Voluntary call recording – whereby users press a key on their handset to record calls on an ad hoc basis
  • Fully encrypted call recording – that can be set to record specific extensions, lines or an entire business’s call activity

Recorded calls are saved in the telephone system or can be archived onto disk or an alternative data storage device. Recordings can be automatically transferred as an attachment to a user’s email account to enable them to be sent to and shared with colleagues.

These files can be simply played back using a media player with sound card.

Posted by
Caroline Moore's avatar
Caroline Moore on 24/06/2013

Former newspaper journalist, Caroline joined the company in 2008 with no previous knowledge of the industry.

She set about stripping back all the jargon to produce plain English marketing collateral to support the sales teams. Now slightly more well-versed in the dark arts of voice, connectivity and data services, Caroline writes blogs, case studies, data sheets and social media updates to engage with potential and existing customers.

This industry is far cry from her previous working life when she worked as communications manager for Exeter Chiefs and Northampton Saints.