Call Recording & Reporting

Capture, monitor & comply

We’ve all listened to the same message stating “This call may be recorded for quality assurance purposes.” In fact, contact centres have used call recording and reporting for decades to increase customer satisfaction and agent productivity. Nowadays, businesses of all shapes and sizes are realising that it makes good business sense, not just for customer service and training purposes but also for dispute resolution, PCI compliance and many other reasons.

Call Recording

Gaining better insights

Call recording gives you a permanent record of a call and peace of mind. Whether you’re a surgery needing to monitor triage calls or a bank/investment firm that needs to follow the Payment Card Industry Data Security Standard, call recording is a valuable tool. It’s also seen by many businesses as another layer of security, especially when it comes to protecting intellectual property and sensitive information.

By recording calls you'll be able to

  • Team

    Enhance customer experiences

    Understand customers pain points — learn how to avoid or at least minimise them in the future.

  • Training

    Train your team more effectively

    Train your team using real-life examples (the bad as well as the good) to help improve performances.

  • Legal compliance

    Improve regulatory compliance

    Save legal headaches to help your business comply with industry standards and resolve disputes.

  • Learn

    Get to know your customers better

    Learn how your customers interact to develop more effective telephone scripts to improve sales no end.

Call Reporting

Likewise, call reporting is seen as an equally valuable asset. With large wallboards tailored to show the information you need, call reporting allows you to monitor call handling, identify busy periods and allocate staff as required. Call reporting also lets you keep an eye on cost allocation and the overall productivity of your business. The use of call recording and reporting has become widespread and this is only going to increase.

Call Reporting
Call Recording

Feel free to get in touch – as all our solutions are bespoke we’re happy to talk you through the options best suited for your business.