Call recording systems

Voice call recording
Call recording has been established as a key factor in many businesses to assist in many aspects. Whether a large or small organization this is an important part of a successful approach in improving the effective running of a business. For example, communications may need recording for the following:

	Monitoring & training purposes, e.g. this can be used in contact centres of all ranges
	Resolving disputes, e.g. telesales offices and insurance companies
	Verification use, compliance purposes, e.g. emergency services, control rooms

RocketUK.com has the experience it takes to offer the recording solution to fit your needs. With in excess of 1,000 installations across the UK, RocketUK.com can provide a single telephone recording system to centralise recording and archiving for thousands of positions throughout multiple sites.

Recordings can be attached to emails as WAV files and played through any media player supporting WAV and are encrypted which makes them tamper proof and therefore admissible in a court of law.

Voice call recording has become an important element in many telephone transactions and is a must have for organsations looking to improve their service delivery and safeguard their reputations. Nowadays it is vital for successful business to keep meticulous accounts of transactions in order to protect itself from spurious claims and gain better employee accountability. Rocket's voice call recording solutions are invaluable training and supervisory tools that can really take a business forward.

Call recording can assist managers to train, monitor and reward employees as actual transactions can be replayed at any time from any PC. A clear recording of relevant calls can enable managers and trainers to pinpoint missed buying signals, or point out exemplary standards of call handling and use these calls as examples of how you want things done.

Legislation
Information regarding the use of call recording in your business can be found here:

Ofcom Site

Most popular uses for telephone conversation recorders

 

	Note-taking / dictation
	Recording agreements
	Tele-marketing / tele-sales
	Recording meetings
	Recording instructions
	Clarification of quantities and specifications
	Protection of staff from abusive / difficult customers
	Ideal for litigation purposes as recordings can be used in court (UK)
	Monitoring nuisance callers
	Monitoring customer service
	Monitoring staff performance

It is not often obvious to the end-user exactly what the benefits of recording of telephone calls are to their particular business or profession. The following summarises the most typical uses and users of telephone recording:

Typical Users:

Finance: Banks, Building Societies, Insurance Companies etc. 
Pharmaceutical/utilities: Oil Companies, Electricity/Gas Suppliers etc. 
Training: Telephone Training, Call Centres etc. 
Advisory/Legal bodies: Police, Legal Profession etc. 
Travel and Tourism: Airlines, Estate Agents, Tourist Organisations etc. 
Motor Vehicle: Vehicle Breakdown Services, Couriers etc. 
Educational Institutes: Universities etc. Media: BBC, Radio etc. 
Health: NHS Trust, Doctor on Call etc. 
Telecoms/IT: B.T., Mobile Operators, Help Desks etc. 
Food: Food Manaufacturers, Food Retailers etc. 
Clothes/Fashion: Fashion Stores etc.
Retail: Electrical Stores, Mail Order etc.

Call Recording is becoming increasingly important in daily business. Increased liability, and cases of fraud and threat make Call Recording an essential tool for organisations. Recorded telephone calls are being used more and more to clarify what was agreed upon, or as evidence of fraud or threats. Agreements reached on the phone form an important part of business in the financial world, but are also increasingly common in trade, industry, and the Civil Service. Using a recorded conversation as evidence of an order or agreement is common practice in these sectors. 

A company or organisation in the public sector, or with accountability to society, inevitably deals with confrontations and discussions - unfortunately often including threats. Yet a person answering the phone cannot be prepared for all these situations. If an incident is recorded automatically, an unexpected problem can always be discussed with colleagues or people in charge. For this reason Call Recorders play an important role in protecting persons, organisations and assets. 

Why use voice recording

More and more companies and individuals are recognising the benefits of recording calls. It provides an accurate record of what was said by whom and when, avoids the need for repetition or speaking slowly, creates voice files to attach to client records and provides a perfect aid to training, dispute resolution and compliance requirements. In short, call recording puts the individual and the company in control of their most prolific communication medium.

SAVE MONEY, IMPROVE EFFICIENCY AND PROTECT YOUR BUSINESS

The ability to check facts, verify instructions, confirm orders, reply to technical queries and to support and train staff in their handling of calls, both improves efficiency and provides protection against false claims. In some instances the recording of a specific telephone conversation could save a company or an individual a great deal of time and money. Furthermore, systems can be extremely easy to use and simple to support.

Call Centres

Agent performance monitoring. Campaign and Promotion evaluation. Training support. Improve Customer Service. Regulation and Code of Practice compliance. Record transactions. Provide Help desk replay reference.

In the call centre, your reputation is only as good as the people on the end of the phone, so it pays to monitor and manage the quality of voice transactions Similarly, if you need to reduce staff attrition rates, it helps to develop agent confidence and potential by providing effective training or by identifying difficulties before they become a major issue. This is why recording is increasingly seen as an essential call centre technology; providing an invaluable quality monitoring, agent evaluation and training tool, as well as a record of conversations for use in the case of customer disputes.

Financial Dealing Rooms

In the world of high finance, time is money. If there is a question about who said what in a deal it needs to be resolved quickly and efficiently. As money sits idle, relationships can sour, and opportunities to close more business are lost. The key to resolving these issues and, indeed, to meeting legislative requirements, is digital voice recording. If a trader is in any doubt about what the other party has said, they can replay their own calls immediately. Similarly, Compliance Officers are able to instantly retrieve and replay a call at their desk, or anywhere in the world.

Insurance Industry

In the insurance industry, disputes [invariably] arise about who said what over the phone. Where policy holders say that they were told that "old or small claims don't need to be disclosed" or "motoring convictions don't count", all insurers can often say is that their staff are generally trained not to say such things. They are usually unable to state with any degree of confidence that the story we have been told is in that instance incorrect. There is rarely any contemporaneous written note of the call.

With this in mind, the Insurance Ombudsman recently highlighted that apart from its value as a training aid, call recording ought to be seen as a natural requirement for doing business over the phone. Furthermore the industry regulator will require all insurers to have some evidence of what was said in phone calls in the case of a ‘who said what' dispute.

Command and Control

In the world of command and control, clear, concise communication saves valuable minutes. Any delay in determining exactly what was said can mean the difference between life and death. The emergency services need proven voice recording systems that help to send the right assistance to the right location.

Following the emergency, voice recording plays a key role in preparing for the inquiry or inquest. With scenario replay, investigators can listen to conversations in the order they were received, even if they are on different channels. They can then reconstruct the whole sequence of events quickly and accurately.

Local Government

Voice recording can help Government organisations improve customer service, increase productivity and cut costs. The introduction of voice recording is also now becoming a key technology for Government organisations, delivering a range of applications from verifying of transactions to quality monitoring.

SME - Recording calls gives the Small to Medium Enterprise the same benefits and advantages that hitherto have been enjoyed by those with heavy IT budgets. Continuous calls, one after another, often prevents accurate notes and updating of records. Recording calls allows you to focus on what is being said, not the notes being written. Recording playback helps settle disputes, allows other staff to hear the call for training, clarify garbled messages, trapping nuisance or abusive callers and reduces exposure to liability. Recording calls provides a valuable back-up when things don't go exactly according to plan.

Training and Compliance

Proprietors of small businesses often have to travel to train staff 'on the job', but they cannot be in two places at once. Even if it were possible to watch a member of staff for the entire day, it would not only be a tremendous waste of time, resources and money, but it would not give a true reflection of staff performance. The ability to record all calls, or even just a cross section of them, give owners and managers the opportunity to evaluate , correct , encourage and support staff. As a training tool it can be invaluable.