Benefits of call recording

Here are just a few of the many benefits a call recording solution can provide to your organisation:

Train staff, improve performance
Nowadays every sales enquiry is worth its weight in gold. Trained staff means higher conversion rates and improved performance. Call recording can assist trainers to coach staff and achieve better results through improved monitoring and feedback. More information

Protect reputations, resolve disputes
It's a common occurrence: a customer is adamant a claim was accepted over the phone, but the records say otherwise? Call recording will ascertain what was actually said or agreed. More information

Stay compliant
FCA regulations and directives, new MiFID rules on record keeping, new ICOB directives for insurance claims handling. These days non-compliance is not an option. Storacall intelligent call recording will help your business meet compliances and industry regulations. More information

Protect from internal threats
Monitoring internal calls and establishing an audit trail is vital as a deterrent against fraud and theft from internal systems. More information

Retrieve information quickly
For any business, the ability to retrieve critical information quickly is a must. Storam call recording allows you to retrieve calls as quickly and easily as you do with emails. More information



The benefits of call recording:
Train staff, improve performance

The ability to play back a telephone conversation or session to a trainee is invaluable. Call recording solutions allow trainers and managers to select specific audio of a previous customer exchanges which can be used for coaching purposes. Through using real information and situations, the length of time it takes for training can be reduced by as much as 50 per cent.

New hires quickly learn the ropes to become productive team members and because employees are better trained, they can handle situations faster with the outcome that overall productivity goes up. Call recording also allows managers to evaluate the performance of individual agents and employees – useful for evaluations and reviews.

So it can be seen that call recording is an invaluable tool for training your staff, which, in turn, will improve customer service and your bottom line.

The benefits of call recording:
Protect reputations, resolve disputes

Protecting your business by having the ability to prove who said what, when and to whom is vital to safeguard your reputation and save time and money when dealing with disputes.

Customers can be forwarded a sound file proving what was said which could resolve a dispute straightaway without involvement with the ombudsman.

Call recording delivers huge benefits when sorting out such issues and the relatively small investment will pay for itself many times over.

The benefits of call recording:
Stay compliant

Organisations are finding increasing regulatory compliance requirements surrounding telephone conversations and electronic communications. According to the Financial Services Authority, since March 2009 all UK financial institutions must record and archive all telephone conversations and electronic communications relating to client transactions for a period of no less than 6 months.

Other recent compliance regulations include new MiFID rules on record keeping and ICOB directives for claim handling by insurance companies. All these regulations are examples of a growing trend towards increased regulatory oversight.

Whether it is the FCA, OFT, MiFID, ICOB or TCF, Storacall has considerable experience in helping companies of all sizes to meet compliance requirements by providing cost-effective call recording together with agent evaluation and training solutions that ensure that suitable records are kept, staff are regularly monitored and consistently trained, and an audit trail is maintained.

The benefits of call recording:
Protect from internal threats

Redundancies, lay-offs and sackings, compounded by strained IT and security resources and budgets means companies are ever more vulnerable to internal threats from disgruntled employees.

What is becoming apparent is that companies lack the necessary transparency to adequately manage worker access to sensitive data and applications. What’s more, the majority of companies have no means of monitoring staff to prevent internal threats.

Call recording can form an essential part of a company’s risk management policy, especially where internal threats are expected. As such, a call recording solution is an important weapon in a company’s armory against fraud or theft by internal sources.

The benefits of call recording:
Retrieve information quickly

Imagine being able to refer back to a telephone conversation as readily as you would an email or physical file. Well now you can with Storacall’s Call Recording solutions. Each telephone conversation can be tagged for easy retrieval at a later date with searching available on different criteria such as date, agent, customer reference, if required.

Furthermore, duplicates of exact recordings can be sent to colleagues working on the same case, with a reduction in paperwork and time, to customers, or to the ombudsman or regulatory authorities.