Blog

Call Recording Systems

To find out more about our call recording solutions, click here

 

In today’s environment where organizations have more regulations, less money, and an unsure future, call recording makes sense for any organization.  In the past call recording was often thought of as a luxury, or something that only the larger corporations could afford and manage.  This is no longer true.  Call recording systems today are very easy to implement, and even easier to use.

Accuracy

One of the main reasons that your organization needs to add call recording is accuracy.  This critical benefit will allow you to capture the entire call.  This will keep you from having to call a client back to clarify something that happened on the call, including the attitude and accuracy of your sales or customer service agents.  Call accuracy is especially important in a sales or call center environment, for any dispatcher, or human resource department.

Having a recorded call allows your organization to be 100% accurate.  This will improve customer service, productivity, and lower your risk and the number of disputes over what was said or promised. 

Read more...
Jan 26, 2012 by

Call Accounting Software

To find out more about our call accounting solutions, click here

One of the best ways to quickly reduce your telephone costs and boost productivity is to implement call accounting software.  In order to choose the right software for your business you need to understand what type of telephone equipment you have and what your computer operating system is.  Most call accounting software programs will state if they are Windows or Mac based, and what other requirements are needed to run their software.

What Call Accounting Software Can Do For Your Organization

Call Accounting Software is used to collect and store information from a business telephone system.  It collects data from the call detail of each telephone extension and allows you to generate summary and detail reports.  Call detail can also be gathered from devices such as fax machines. 

Read more...
Jan 6, 2012 by

Call Recording Laws

To find out more about our call recording solutions, click here

 

The United States and International Call Recording and Notification Laws will provide information on when and how you can record telephone calls.  If you’ve deployed a call recording solution in your organization it is important to understand the laws in your country or state before you start recording. 

Several countries have call recording laws that require your company to notify at least one, if not all parties, that the call is being recorded.  It is important that you stay informed of call accounting laws as they can be changed by adding new regulations or laws. 

Call Recording Laws in the United States

States and territories in the US must meet at least federal laws governing call recording.  By federal law in the United States you can record calls that you are participating in without the other party being notified that the call is being recorded.  There must be consent by at least one party on the call.  For a business this means that the employee knows that the call is being recorded or that you notify callers that the call may be recorded. 

Read more...
Nov 16, 2011 by

Call Recording Laws by State

To find out more about our call recording solutions, click here

If you are in the United States, you will find that call recording laws can vary by state.  Internationally the call recording laws can be by country, province, or other regional boundaries.

Call Recording in the Untied States

In the United States the federal law will let you record phone calls and other electronic communications if at least one party involved gives their consent.  This is also what many of the states and territories in the US have adopted.  Some have extended the rules to also cover in-person recording of conversations. 

There are thirty-eight states and the District of Columbian that allow telephone call recording of any of your own telephone conversations without informing the other parties on the call.  There are twelve states that typically require all parties on the call to be informed that the call is being recorded, with only a few exceptions to this rule. 

The twelve states that require all parties to be informed include:

Read more...
Nov 16, 2011 by

Why Invest In Call Recording?

To find out more about our call recording solutions, click here

 

Call recording has been around for a long time. Companies record telephone calls to help with training, to resolve disputes, and in order to have proof of compliance for many of the industry, government, and financial regulations.

Call Recording Technology

The technology is ever evolving. With new options like speech analytics that allow you to search your recorded library for catch phrases or words, further allowing you to analyze how your employees are handling specific types of calls. An example of how this might be used is to search for competitor’s name. This will help you know what is being said, how references to the competitor are being dealt with by your agents, and if your company is being shown in a positive light when references to any competitor are made.

Read more...
Nov 9, 2011 by

Call Accounting and Its Uses

To find out more about our call accounting solutions, click here

 

Call accounting by definition is a telecommunications software package or hardware system that will allow organizations to capture call detail records and figure the cost of telephone calls.  A call accounting system will detect and record information on incoming and outgoing calls, the calls that are abandoned, where the calls went to, where the calls came from, and many other options.

A call accounting system allows companies, hotels, call centers, schools, government offices, and many other organizations the ability to monitor the performance of their voice network.  Call accounting has the ability to provide very detailed reports to varying groups and departments within the organization.  These reports can be used to bill for communications services, to allocate expenses, and to even monitor for fraud and employee performance.    

There are many other reasons to utilize a call accounting system today.  These reasons include:

Read more...
Nov 8, 2011 by

Call Recording Fundamentals

To find out more about our call recording solutions, click here

 

Making a digital record or file of a conversation is a process known as call recording.  Other names for this process are Voice Recording and Voice Logging.  In order to have a physical copy of a transaction or telephone call for training or verification purposes, organizations record telephone calls and even meetings or conference calls.

For information on the legalities of call recording see: http://en.wikipedia.org/wiki/Call_recording_laws

Call recording equipment or software comes in two basic initiation types in order to regularly record telephone calls.  Voice-activated or VOX is used when a voice causes the recording system to begin.  Non-VOX, means that the device is always recording.  This is sometimes called continuous recording.  This method allows organizations to record not only the call, but the time before and after a call.  Often this is used in a call center where the company wants to have a record of what is being said at all times by the telephone reps.   

Read more...
Oct 24, 2011 by

Attitudes towards Call Recording

To find out more about our call recording solutions, click here

 

Feelings toward call recording systems often run hot and cold in organizations before they are installed, after installation the reaction is almost always positive.

Organizational Feelings towards Call Recording

Managers who embrace call recording feel that it helps them improve customer service skills.   One manger stated that her staff members where much happier in their jobs because the recordings allow a true picture of their accountability.

Call Recording allows supervisors to personalize their coaching and help each agent advance the skills they need to improve.   It allows the managers to play back failed or problem calls and address the specific point of failure versus guessing what the problem is.

Read more...
Oct 18, 2011 by

Call Accounting Basics

To find out more about our call accounting solutions, click here

 

Used to collect information from a business telephone system, the data call accounting systems provide comes from each phone extension’s call detail.  Call detail can also be gathered from devices such as fax machines. 

A business phone system might be a Voice over IP or VoIP gateway that serves several locations, or it could be a key telephone system with just a few lines and extensions.  Call accounting systems will also the mid to large sized PBXs.  A call accounting system can cover every extension and line that a company is responsible for, or it can be programmed to gather the data only on specific telephone extensions or when specific service lines are used to make a call.

With Telecommunications fraud on the rise call accounting systems can help alert you to each occurrence. See http://www.billingworld.com/articles/2004/07/telecom-fraud-on-the-rise.aspx for more information. 

Read more...
Sep 27, 2011 by

Consumer Trends and Smartphone Business Applications

There are a number of ways you can decide which business apps are right for your company.  One strategy might be to simply read through the apps and see what looks good.  There are literally several hundred thousand apps out there, growing daily. 

Another strategy is to ask around, see if you can’t figure out what your competitors or business partners are doing.  Another option is to look at market trends, think about your business and how it fits into those trends, and try and make an educated guess as to what these trends mean to your Smartphone or mobile strategy. 

One place where you can start looking at those stats is the website Mobilthinking.com, which compiles consumer mobile stats.  Any retailer, healthcare provider, or banking institute needs to sit up and take notice of these stats and projections and how they might affect your business.

For instance, Mobilthinking.com reported on Gartner’s November 2009 prediction that the Top 10 consumer mobile applications for 2012 will be

Read more...
Aug 17, 2011 by William Emm
Syndicate content