|
Why Call Record?
Verbal
transactions cannot be confirmed, they are not worth the
paper they are written on
........
A call
recorder can help confirm verbal transactions or client
instructions.
‘ I
distinctly recall telling your call centre agent I did
not want those goods’
……..
Who is
right who is wrong?
Your
Call centre agent was rude and discourteous, I have
spoken to my friends about your company, and we will
take our business elsewhere?
……
Often
customer 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 time?
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 stated above.
By
recording customer 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 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.
Telephone transactions: 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 recording.
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? Call Technology Ten today for a free
no obligation discussion and assessment of your needs.
|
