01792 368111
sales@carreras.co.uk
Our Partners
Red Box Recorders
Red Box is the smart choice for voice and data recording solutions. They help organisations achieve regulatory compliance and improve competitiveness, productivity and efficiency. They do this by supplying the tools to capture, authenticate, analyse and evaluate communications across many different channels.
Oak Record
Record is designed to enhance your business by enabling you to deliver the best possible service to your customers. By recording all telephone orders or discussions, you can quickly confirm back to a customer what was agreed. This enables any disputes to be quickly resolved and for the customer to be retained for future business.
Why Call Recording?
Legal Requirements
Businesses in nearly every industry and country must ensure compliance with a wide range of government regulations. These are just a few of the compliance regulations that may apply to your organization:
- • Payment Card Industry Data Security Standard (PCI-DSS)
- • The Sarbanes-Oxley Act
- • Financial Conduct Authority
- • Fair Debt Collection Practices Act (FDCPA)
- • The Gramm-Leach-Bliley Financial Services Modernization Act
- • Do-Not-Call Implementation Act & Telemarketing Sales Rule
- • Health Insurance Portability and Accountability Act (HIPAA)
- • The Social Security Act
- • The Medicare Improvements for Patients and Providers Act
- • And more
These regulations can, and often do, affect call recording data storage and information usage.
Staff Training
Many businesses find it extremely useful to record calls made or received by their business for training purposes. In a customer service contact centre where agents are fielding thousands of calls a day, call recording allows businesses to identify any further assistance their staff require, whether it be a training need or help with product knowledge.
Feedback sessions can be conducted using call recordings to highlight the particular requirement, with easily retrievable sound recordings via dedicated software.
Security
Depending on your business it can be essential to record calls to allow the monitoring of conversations. A customer or business partner may dispute a conversation taking place, which can be confirmed using a recording of a call, potentially saving the costs incurred in resolving the dispute. Large scale contact centres may potentially receive abusive or threatening calls, and recordings will be available to provide to the authorities if required.
Why Call Logging?
The Benefits
Organisations today are faced with many challenges. It's a highly competitive world in which our customers have many choices when it comes to buying any goods and services.
Retaining existing customers, controlling costs and seeking competitive advantage have always been difficult goals and a challenging economic environment only adds to that difficulty.
Many companies and organisations however, thrive in such circumstances and this guide seeks to show one way of achieving those goals through the effective use of communications.
There can be no doubt that the pace of technological developments and change within the communications world has accelerated in recent times - the Internet alone has demonstrated this to us all and opened up a myriad of commercial opportunities - and threats for business.
For small to medium enterprises (SMEs), often without in-house technical skills and experience to determine which communications products and applications are best suited to their business, the prospect of using technology for commercial advantage can be daunting.
Get it right and the business could be transformed. Get it wrong and it could be an expensive mistake that could have more than a financial cost.
Contact Us
We'd love to hear from you.
01792 368111
sales@carreras.co.uk