Call Recording
We hear it all the time: "your call may be recorded for monitoring or training purposes". But why do we hear it all the time? Simple really: more and more organisations are recording calls either because they are mandated to do so by a regulatory body or they wish to do so to improve customer service delivery.
Your motivation could be:
- Industry-specific: e.g. Financial Services Authority rules for treating customers fairly
- Transaction-specific: e.g. Payment Card Industry (PCI) rules for taking credit card payments over the phone
- Resolution-specific: e.g. finding out what really happened following a customer complaint
- Training-specific: e.g. ensuring that service personnel use new, trained-upon methods
- Service-specific: e.g. adding a qualitative element to service level monitoring
The last element is a fast-growing area of contact centre management as supervisors seek more than just raw reporting information when assessing performance levels, thus helping to indentify training and improvement needs.
Charterhouse works with leading suppliers such as ASC, Oak, RedBox Recorders and Voxsmart to deliver a complete traditional or IP-based call recording offering. This can be augmented with the addition of call logging and call management applications for a complete portfolio of call handling tools. As a complete solution provider, our call recording allows:
- Native integration with our IP telephony offerings
- Native integration with our Contact Centre portfolio
- Trunk-side or extension-side recording - dependant upon your needs
- Traditional, IP or hybrid telephony platform recording
- Mobile call recording - e.g. for new FSA regulatory requirements
- Easy archiving & retrieval, with transaction and incidence integration
Contact us today to see how we can make compliance easier to manage and take your customer service to new levels as part of an integrated customer contact strategy.
