Call Recording
Many UK based business nowadays can benefit greatly from implementing Call Recording systems. The benefits of Call Recording largely depends on your situation and the type of business you are.
Phone Systems are a UK supplier of business Call Recorder products, our experience of these products compliments our service and support of business telephone system solutions. Whether you are an office, call centre or multi-site operation we have solutions from some of the UKs most reputable telephone system manufacturers such as Mitel, Avaya, Panasonic and Samsung to name but a few.
Good reasons for recording business calls...
1. Dispute Resolution: This is the number one reason why most businesses purchase a telephone recorder. It allows them to easily resolve disputes and protect themselves with recorded evidence. A telephone recorder easily resolves disputes by providing an impartial record. In most instances if call recordings are done properly they may be admissible as evidence in a court of law. However, the existence alone of such recordings is often enough to stop a lawsuit from even being filed.
An example of this comes from a towing company in Manchester that uses a Call Recorder to record all incoming orders. A customer called in and gave delivery instructions. However the customer gave the wrong address and the company was unable to find them. The customer was irate and threatened legal action. Our client opened their call using the recording software, reviewed the call in question and sent the customer’s solicitor a copy of the Call Recording as an email attachment. The matter was immediately dropped.
How many lawsuits could your company diffuse by simply installing voice recording equipment?
2. Improve quality: This is the first benefit most people think of when thinking of recording business calls. By recording calls, errors can be detected and often corrected before they become costly mistakes. A call center employee might mistype customer information, or enter an order for the wrong product color or quantity. However, by routinely verifying their own call recordings before shipping this information could be confirmed or corrected saving considerable money. Not only this, but customer satisfaction is improved. Rather than having to bother the customer, the recording can be reviewed and the mistake corrected without the customer even knowing. Supervisors can also use the voice recording solution to routinely check calls to make sure proper dialogs are being used and offers made. The results are superior quality, lower cost and increased customer satisfaction.
3. Increase security: The simple presence of a telephone recorder on company lines often acts as a deterrent to all types of security breaches or inappropriate employee calls. Such security breaches or inappropriate calls can be detected with the call recorder software and then used to either address the problem with the employee or if necessary to act as evidence.
4. Better training: Training and performance reviews are made easier when call recordings are easily available to trainers and managers. Trainers can use the recording software to search and find calls that exemplify excellent customer service or salesmanship. These can be easily emailed to other reps as an example or played in a training meeting. Likewise, poor quality calls can be found by managers and sent to the employees that made them to allow them to learn from their mistakes and improve.
5. Sales and marketing data: A call recorder gives your sales and marketing departments valuable data that will help them discover exactly what sales techniques or marketing campaigns are working and more importantly, why they are working. A sales manager can use the call record software to review calls that resulted in successful sales and glean ways to improve the sales dialogs for the entire sales staff. A marketing manager can listen to the same calls and discover what offers are working best, or the reasons customers give for not taking those offers. This helps the marketing department choose the most successful offers and create better offers in the future.
What is the difference between Voice Recording or monitoring and Call Logging?
Call Recording and Call Logging systems keep a record of all or some telephone calls made or taken by employees. Monitoring your business calls can for example generate data such as who needs to be trained or how well they dealt with a complaint. Call Monitoring itself is simply allowing a third party such as a manager to listen to an employee's call in order to appraise their performance. This is commonly built into most telephone systems nowadays as standard and at no extra cost. Common names for monitoring calls are:- Call Listen
- Call Monitor
- Silent Listen
- Monitor Station
- Extension listen
All of which pretty much mean the same thing. On some of the more advanced systems such as Mitel 5000, 3300 and Avaya IP Office (which we sell at Denwa) offer additional features for supervisors while listening to staff conversations such as;
- Barge In
- Steal Call
- Join and Record
- Send to call to destination
These advanced features are very useful in day to day business nowadays and offer small business features that call centres and large companies were once spending a huge amount of money on to receive.
Having logged and recorded your calls this information can be referred to at a later date, if for example a customer suggests that a member of staff had been rude or had made a promise that had not been actioned. A good example of Call logging and Voice recording is OAK is a system that essentially produces reports from phone usage. It enables organisations to generate and analyse key information such as where a call is made or from, duration of the call, region or country it was made to or from, and which individual made that call.
Do I need a Call Recorder and call logging?
Most companies buy both eventually, however Call Recording is much more expensive than Call Logging Software. Discounts are often given if you buy both Call Logging Software and a Business Recording solution at the same time.
Depending on the type you buy also depends on how the two products interact together. Ideally you want a fully integrated system which will allow you to pull back call recordings from the call logging reports.
What are the legal issues that I need to consider?
One of the reasons why companies use call logging and Call Recorders is to comply with the UK legislation. It is also important to take into account what can potentially be in breach of people's human rights or in contravention of the Data Protection Act. It is most important that you take expert advice before you install such systems and how you should communicate this to your employees. Furthermore, for Call Recording purposes it is essential that people that you call or that call your company are notified that the call may be recorded using a call announcement before the call hits an available operator for example "Welcome to Denwa, your calls are may be recorded for training purposes".
Is call logging and Call Recording only priced for large companies and call centres?
No. Many companies, small or large, Government departments and 'not for profit' organisations can benefit from this type of technology and in many instances are compelled to have it because of legal and compliance reasons.
In terms of price, Denwa are a call logging supplier and prices start from only £300 +vat plus installation and training for Call Logging Software.
Do you offer pay monthly options?
Yes. We offer Call Logging Software and Call Recording solutions on a pay monthly basis. We recognise that many companies might be on tight budgets and Denwa Communications will do all they can to accommodate price restraints.
Why are Call Recorders so expensive?
Call Recording prices are quite high, largely due to the component costs of the products, this typically puts ISDN30 and ISDN2 call recorders in the thousands of pounds per solution.
Denwa offer many different payment plans for Call Recording equipment and discounts to suit, if you are looking for a business Call Recording supplier contact us for a Call Recording quotation and we will help you select the right Call Recording solution.
Does my business need call logging and Call Recording?
There are many reasons to buy Call Recording and Call Logging Software products for business, but the primary one is to increase efficiencies. If more calls are made (whether it is people making outbound telesales calls, handling complaints or solving customer queries), then lthe better the service given to customers will be and in the case of telesales, revenues per call should increase.
Compliance is also a major influence on the take-up of Call Recording technology and as a result, the technology is used by banks and other companies that are regulated by the FSA (The Financial Services Authority). For more information on FSA regulations for Call Recording in the UK visit our Call Recording forum at www.callrecording.co.uk/forum
The aim of FSA Call Recording regulations is to make sure that all facts and figures are recorded during a conversation in order to ensure that the customer has not been mislead and also to make sure that a telephone call can be referred to at a later stage should a dispute occur. Regardless of whether your company is a major bank or a small taxi firm, it can be major value.
