Why Record Calls

1. Training

Excellence in customer services is the key driver in the success of any business. By recording calls, customer facing employees can be reviewed, rated and coached to improve their communications skills. Business processes can be refined by reviewing real customer experiences. The end result is dramatically improved customer satisfaction.

2. Dispute Resolution

Handling and resolving customer complaints is a cornerstone of the operation of any business. It is a recognised fact that successfully resolving a customer complaint actually increases overall customer satisfaction. By having quick and efficient access to all verbal customer communications, potential disputes about "who said what" can be quickly and unambiguously resolved.

3. Compliance

Many organisations face mandatory requirements by regulators to record telephone calls. In the financial sector, the Financial Services Authority specify that all "relevant" telephone calls should be recorded. In addition, from March 2009, firms will have to record all telephone conversations and electronic communications relating to client orders and the conclusion of transactions in the equity, bond, and derivatives markets. The number of governing and regulatory bodies mandating call recording solutions is growing to become the norm, rather than the exception.

Recording technology has moved quickly in the past few years. Cost effective, flexible, and secure solutions are available for both fixed and mobile telephony devices.

To find out more about how Nettitude can help you with your Unified Communications requirements, please complete our contact form, and a Consultant will respond to your enquiry.