Record Your Phone Calls?
cannot be confirmed, they are not worth the paper
they are written on
A call recorder can
help confirm verbal transactions or client
‘ I distinctly
recall telling your call centre agent I did not want
Who is right who is
Your Call centre
agent was rude and discourteous, I have spoken to my
friends about your company, and we will take our
complaints never reach you, customers often taken
action by taking their business elsewhere rather
than complain to you. Even worse, they influence
their friends about your company’s poor service.
Without constant call monitoring for quality
assurance, poor call centre agents may affect your
business more than you may realise.
Your business is
inherently on the back foot, rightly or wrongly
customers seem to see themselves as ‘always
right’. The cost of legal litigation or lost
business is on the increase. Do you wish to be
part of that statistic?
If a Telephone Call Recorder
was installed, the situation may be vastly
different. No longer rely on vague memory
recollections or deciphering notes. Furthermore
as Technology Ten Call recorders time stamp recorded
calls, this may be used to match instructions with
other events e.g. customers verbal instructions to
change order quantity placed before or after cutoff
Over the last few years Call
Recorders have become an increasingly commonplace
piece of equipment in offices globally but
particularly in Australia for many of the reasons
telephone transactions may eliminate the volume of
paper work and administration, better for your
bottom line and better for the environment.
Not so long ago the use of
call recording was largely restricted to banks,
financial institutions and government agencies and
Emergency services. While these still form a large
part of the call recording market, the use of
recorders has grown significantly over the last few
years into other market areas such as call centres,
home business, tradespersons, security companies,
most small, medium and large business, retail,
insurance and healthcare, In fact anyone or
business that uses commonly a telephone or 2 way
radio as part of their day to day communications.
There are many reasons why an
organisation might decide to record their phone calls,
here are a few:
Legal Compliance: many
industries or situations are regulated to record
public interactions, such as company takeovers,
shareholder information lines, security alarm
monitoring companies, etc. It is commonplace for
insurance brokers and mortgage companies.
it has long been the case that any organization
taking financial transactions over the telephone
have recorded their calls. The recent growth in
telephone sales has been a major driver to call
Performance: the growth
of the call centre has been another major driver for
call recording. Most mid-large call centres will
have a call recorder (and possibly adjunct
evaluation software) in place to help with training
and development of call centre agents.
Security: many public
institutions, particularly those with a high profile
or controversial reputation opt for call recording.
In short, there are a huge
number of reasons why an organization might consider
call recording – if there is an opportunity for
fraud, compensation or illegal activity, there is a
need for call recording.
Why risk your business?
Technology Ten today for a free no obligation
discussion and assessment of your needs.
information, have a look at our FAQs (Frequently
Asked Questions) here.