CommsOffice Voice

ROI Arguments

• Liability: Resolve disputes & protect your business with recorded evidence
• Quality control: Improve employee performance & customer satisfaction
• Security: Detect or deter security breaches & inappropriate calls
• Training: Coach your employees with examples of high & low quality calls
• Marketing data: learn about your customers & their response to marketing campaigns
• Compliance: Comply with FSA or PCI standards

Dispute Resolution & Quality

Two of the main reasons for companies investing in recording are dispute resolution and call centre quality and training. Both demand different approaches to voice capture and storage, but both also require users to consider a variety of common factors when planning their voice recording.

Compliance

Statutory or regulatory imperative is the primary driver of this trend. In the financial sector, for instance, where millions are traded over the phone every day, comprehensive voice record keeping is now a mandatory requirement; the Financial Services Association demands that voice transactions be as easily recovered and audited as any other kind of electronic record.

This means that not only must financial traders employ a "blanket" policy of capturing all voice transactions, both inbound and outbound but they must also be able to accurately recover the records of those transactions in a "reasonable time" and also guarantee their authenticity.

To ensure that the right calls can be recovered in the "reasonable time" demanded by the FSA (typically within two days of it being requested), call logging systems must also be able to apply meaningful data to call records that enable multiple-call transactions to be recovered as a compound record; they must be able to identify all calls made by a given individual; and they must be able to associate voice records with relevant electronic records to provide a complete chain of evidence in the event of an inquiry or dispute.

Creating an audit trail for evidential purposes, then, has been the primary focus of voice capture efforts. But many companies are beginning to realise that those voice files contain potentially valuable information about the quality of service that they provide to customers - and how that quality might be improved.

Prices

CommsOffice Voice is priced by it's connection method, ie trunk side or extension side

CommsOffice is the ultimate communications management system, offering maturity, stability, ease of use and powerful market-leading technology.

 

Key Questions to ask yourself
with regard to call recording:

• Does your industry regulator require
  voice capture?
• Does your organisation achieve
  significant transaction volumes/value
  via the telephone?
• Does your organisation offer professional advice over the telephone?
• Are your staff subject to verbal abuse
  from callers?
• Does your regulator stipulate a minimum retention period for voice/data records?
• What is the maximum time period during which a typical business may be subject to dispute or error checking?
• What proportion of calls received/
  originated from your organisation carry
  a risk of dispute and/or statutory record
  keeping?
• Do you need to practice 'blanket'
  recording?
• What is the typical length of call likely
  to be recorded?
• If voice transactions may be used in
  evidence, can you guarantee voice
  record quality?
• Does your business/service need online
  access to voice records?
• What level of legal/commercial risk do
  unrecorded voice transactions present
  to your organisation?
• Are voice transactions a significant/
  growing element of your business
  processes?
• Can call quality be competitive
  differentiator?
• Can voice records capture data that
  would be lost to a conventional online
  CRM system?

If you can answer the questions above, you already have call reporting.

 

IMPORTANT:
Commsoft Software Solutions Limited cannot guarantee 100% of calls are recorded due to circumstances beyond our control, including but not limited to; software application conflicts, PC hardware or environment failure, network failure, power failure, telephone system equipment or telephone system data output failure, user accidental or intentional deletion.