Call recording – Office phone and mobile

Most people will now be aware of the growth of organisations recording calls.  The potential of your call being recorded now has almost become the norm. At Adodo we have never heard of a company being thought badly of because they record calls - why should they, they are just showing that they want to be precise and accurate and to train their staff well? They also know that ‘things’ happen.

Providing fully integrated call recording should be a standard feature of any new phone system purchase. If you are not considering a new phone system and don’t have call recording then maybe you should consider bolting it on. What about calls made from your mobiles? Yes, the same reasons.

The most popular reasons for recording calls are;

• telesales / telemarketing training assessment and coaching
• note taking / dictation
• solving "who said what" disputes, or more formally..
• recording agreements
• recording meetings
• recording instructions for greater speed and accuracy and detail
• clarification of quantities and specifications
• protection of staff from abusive / difficult customers
• ideal for litigation purposes as recordings can be used in court (UK)
• monitoring nuisance callers
• monitoring customer service
• monitoring staff performance
• anti fraud - surveillance

The resulting benefits are;

• Resolving Disputes

the recording helps to diffuse the dispute, rather than to escalate it. The reason for this is that most disputes escalate because one party thinks that the other party is being difficult, lying, or is not fulfilling what they committed to. When listened to together more than 80% of disputes evaporate and are solved amicably. Quickly find calls and email an extract to your customer, how much time will you save?

• Demonstrating Compliance

For many organisations, such as Financial Institutions, it is necessary to show that

that Regulatory rules have been followed.

• Monitoring Quality

Provides you with the additional ability to ensure that all customers are being dealt with professionally at all times

• Improving Performance

Work with staff to develop their telephone and telesales techniques. It also means that all stakeholders within your system can work effectively when communicating by phone knowing that they are protected.

• Sharing

Share conference calls and online meetings with business colleagues.