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:
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.