Telephone recording
From Wikipedia, the free encyclopedia
Telephone recording also known as telephone voice recording, voice logging, or call monitoring consists of attaching a telephone recording device to telephone, radio or other audio lines in a business setting and having a way to play back these recordings. Business call centers were early adopters, and most adults in the developed world are familiar with the recording at the beginning of a call stating that “this call may be recorded for training or quality control purposes”. Telephone recording is now a horizontal market and telephone recorders are used by all types of businesses. Companies that produce Telephone recorders are: Nice(The biggest), Stancil (The oldest), Electrodata(Australian), Versadial (The first to provide less expensive kit recorders and monitoring on a PDA), etc.
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[edit] Benefits of telephone recorders
[edit] Reduce liability
This is the number one reason why most businesses purchase a telephone recorder, allowing businesses to easily resolve disputes and protect themselves with recorded evidence by providing an impartial record. In most instances if these recordings are done properly they may be admissible as evidence in court. However, the existence alone of such recordings is often enough to stop a lawsuit from even being filed. An example of this comes from a towing company in Massachusetts that uses a Versadial telephone recorder to record all incoming orders. A customer called in and gave directions for a towing job. However the customer gave the wrong directions and the towing company was unable to find them. The customer was irate and threatened a lawsuit. The towing company opened their telephone recording software, reviewed the call in question and sent the customer’s lawyer a copy of the recording. The lawsuit was immediately dropped.
[edit] Improve quality
By recording calls, errors can be detected and often corrected before they become costly mistakes. A call center employee might mistype customer information, or enter an order for the wrong product color or quantity. However, by routinely verifying their own call recordings before shipping this information could be confirmed or corrected saving considerable money, improving customer satisfaction. The recording can be reviewed and the mistake corrected without alerting the customer. Supervisors can also use the telephone recording software to routinely check calls to make sure proper dialogs are being used and offers made. The results are superior quality, lower cost and increased customer satisfaction.123
[edit] Increase security
The simple presence of a telephone recorder on company lines often acts as a deterrent to all types of security breaches or inappropriate employee calls. Such security breaches or inappropriate calls can be detected with the telephone recording software and then used to either address the problem with the employee or if necessary to act as evidence.
[edit] Better training
Training and performance reviews are made easier when call recordings are easily available to trainers and managers. Trainers can use the telephone recording software to search and find calls that exemplify excellent customer service or salesmanship. These can be easily emailed to other reps as an example or played in a training meeting. Likewise, poor quality calls can be found by managers and sent to the employees that made them to allow them to learn from their mistakes and improve.
[edit] Sales and marketing data
Recorded telephone conversations are valuable data that help sales and marketing departments evaluate sales techniques and marketing campaigns are working and more importantly, why they are working. A sales manager can review calls and glean ways to improve the sales dialogues. A marketing manager can listen to the same calls and discover what offers are working best, or the reasons customers give for not taking those offers. This helps the marketing department choose the most successful offers and create better offers in the future.
