Call Recording and Call Management are ideal for resolving client disputes, staff training exercises, managing call costs and increasingly in today's marketplace, complying with legislation.

Call recording is more widespread that you might think. Legislation along with voluntary industry acceptance have meant that the number of businesses required to record calls as well as those that chose to, has exploded.

Our Voice Recording solutions give organisations the power to proactively manage contact centre operations and business intelligence by keeping a record of conversations either by default, each time a telephone call is made/received, or optionally by an operator at the touch of a button.

Our Call Recording solutions comprise functionality with tightly integrated drop-in modules that are designed to optimise call centre processes, boost productivity, enhance customer loyalty, minimise risk and ensure regulatory compliance.

Our Call Recording solutions work with 90% of telephone systems, both traditional PBX and VoIP, are simple to implement and simple to manage. We help to reduce the need for staff training and make the process of retrieving and understanding data much easier. For further information, please get in touch with the team.

Both traditional and new VoIP (Voice over IP) PBX telephone systems are capable of generating a log of all incoming, outgoing and internal phone calls made and received by connected extensions. Call Management gives you the tools to collect this data, analyse it, translate what it means and discover the impact that it has on your business.

Being able to understand how calls are made and received by your business can help you gain visibility of staff performance, network utilisation and control the costs of your voice communications. For example:

• Sales & Marketing - Call Management can track inbound calls & responses from marketing campaigns. Review the performance of your outbound telesales team & analyse the cost of outbound phone activity.
• Operators, Call Centers & Helpdesks - Monitor the time it takes for customer calls to be answered, review how many calls are being handled & the length of each call. Discover when service demand peaks & schedule your staff accordingly.
• Finance - Compare your current call tariffs against calls that have been logged to ensure accuracy, identify areas where call costs are excessive and need to be reduced. Use inbound & outbound call data to reduce the number of telephone lines your business.
• IT & Telecoms - Accurately answer questions regarding the grade of service being provided to your users. On VoIP systems, access Quality of Service & Mean Opinion Score data. Track down unused extensions & verify that your infrastructure is capable of dealing with network load.
• All Departments - For staff, customer or supplier disputes, trace calls as a verification of claims made. Monitor employee usage of the company phone system and where account codes are in use, accurately bill your customers for calls made and received on their behalf.

These are just a few of the real World applications of Call Recording and Call Management. For further details, or to request a quotation, please get in touch with the Team.