Profit from Technology Newsletter 04  
 
 
 
You can only understand if you listen!
How businesses are making the most of recording calls...

Dear [[firstname]],

Welcome to Issue 04 of Profit from Technology. In this issue we have concentrated on Voice Recording and Call Recorders.

Gone are the days of expensive equipment, complicated programming and 1984's Big Brother! Recording is becoming a business imperative. We've just got to have it to protect ourselves and to help train our staff that cost us so much every month!

Voice Recording is every bit important to your business as the PC you're reading this newsletter on.

Best Regards, Nigel Maine

A bit of background...

Pretty much everyone is aware of call recording these days, whether it's knowing that 999 calls are recorded or simply the tag at the end of T.V. ad's that say "calls may be recorded for quality or training purposes".

The most common environment for call recording was and still is the Financial Services Industry, i.e. all types of insurance. It's understandable why insurers must cover themselves or face quite staggering costs if someone gets it wrong.

The Financial Sevices Authority appears to be moving towards a recommendation that all insurance businesses install recording as part of their compliance structure.

 

See page 75 in the FSA Report for full details of their recommendations.

Over that past few years more and more sales and customer service based companies are realising the importance of call recording.

In most situations, no one can gauge what is discussed, managed or sold on the telephone. £'000's is spent every year on training, be it on induction training or on-going, internal or external, yet senior managers can never be absolutely sure that their staff have grasped the training if their job involves using the telephone.

Call recording protects your investment, whatever and whoever it is.

Agent Evaluation

Once a call has been recorded, it is possible to review the calls against your script using a software package.

This has two distinct advantages; firstly you are able to guage how well your staff are performing against your instructions and secondly, your staff appraisals become focused and geared against their specific performance.

For more information, click on the links below.

Single Line/Handset



There are two main options to single line recording. This can be achieved either by installing an all encompassing handset with a writable CD drive as shown above or software that connects from the curly cord on your handset to your PC.

No matter the size or type of your business, if you interact with customers, you can benefit from call recording.Perhaps you can establish an ROI first, by evaluating the cost of telephone contact, i.e. when it works well and when it can go wrong.

 

Multi Line

Line or trunk side recording enables businesses to capture every telephone call in or out and provides "cradle to grave" information. This means that irrespective of how many people your customer speaks to, the call can be recorded. Be mindful; if you need to record inter-department (extension to extension) as well, this solution may not be right for you.

Each recording can be inserted in a CRM or database package simplifying searches against customer names.

Click above to view a screen shot of the Oak search screen. This is typical of most systems.

For more info on voice recording click here

  

Multi Extension inc VoIP

Avaya 9630 IP Handset

Recording extension side fulfils a specific requirement; it could be that you have a smaller number of people you need to protect and record on your telephone system or you need to record internal transactions as well..

On the other hand, you could need to record IP extensions which may not all be in the same location. Therefore, Extension recording can offer a different level of flexibility than line side.

Some systems fully integrate with call logging software which can further help businesses manage their communications.

If you have any technology queries at all, why not contact us via our weblog, simply click here.