Voice Recording

Why do I need ‘Voice Recording’?

Misunderstandings, particularly during telephone conversations, are an everyday occurrence in business. However, increasingly, consumers are being encouraged to legally pursue instances where they feel they have been misinformed, misled or just simply ‘let down’.

All too often, these disputes focus upon the content (and interpretation), of the information exchanged over the phone, which, after the event, can seldom be accurately recalled, or proven.

Most organisations can ill afford to dedicate the time, money and resources to defend themselves from allegations of negligence or misconduct, nor is it seen as good business practice to engage in lengthy disagreements with customers.

Recording telephone calls is one way to avoid the ‘deadlock’ of a ‘your word against ours’ situation, and now, thanks to the low cost of high capacity storage devices, this type of technology falls well within the reach of even the smallest of businesses.

Call recording however, is more than just a ‘safety net’ for an organisation and its’ employees to avoid prolonged disputes or litigation, but offers a range of additional, less tangible (but no less important) benefits.

For example, contested issues can be resolved quickly and with much less ‘bad feeling’ all round, as organisations can easily access and replay the stored recordings. Thereby providing accurate evidence of where any fault may lie, allowing customers to be appeased in cases where they may be in ‘the right’, or accepting of their mistake when at fault. Hopefully, maintaining good future relationships.

Similarly, recordings can be a very precise management tool, allowing for the monitoring of operator responses and providing a platform for training sessions to ensure that business communications remain both uniform and consistent in quality. Moreover, when used in conjunction with a ‘Call Management’ database, they can help identify call savings by controlling telephone usage, analyzing who is being called and for how long.

Typically, the type of organisations and industries that currently undertake call recording as a standard business function include, among others: organisations within the Financial services sector, The Legal, Medical, Insurance and Travel industries, Call Centres, and just about any organisation who might advise, negotiate or trade via the phone system.

Other reasons why you should consider recording telephone calls

Whatever the primary purpose, there are a number of secondary benefits.
Here are some of the reasons you should be considering call recording:

Enhanced customer service
Ability to evaluate, train & improve team members
Reduce personal and non-business calls
Recall the details of important discussions
Improve dispute resolution
Record precise transaction details
Industry regulations and mandatory requirements
Meet voluntary professional code of practice
Security and prevention of confidentiality abuse
Reduce telephone misconduct

For further information regarding the costs, advantages, and details on the current guidelines governing call recordings, please contact us on: 01952 528000.