Call recording for businesses

The ability to record calls is often regarded as only available to large companies with big budgets however this is not so. NCI have partnered with Oak call recording solutions who provide cost effective and yet fully functional call recording systems suitable for SME’s.

Benefits

Call recording today brings benefits to most companies and organisations. The range of uses to which call recording is now being applied has expanded greatly. Users can now opt for solutions that record 100% of calls – essential in businesses that need to record calls for legal or compliance reasons.

The functionality of call recording solutions today goes beyond the simple recording of calls. You can now automatically analyse what is going on in those calls: from assessing the effectiveness of call handling scripts, to identifying customer service trends or spotting product mentions in calls.

Call Recording Benefits

Staff performance monitoring
Campaign and promotion evaluation
Training support
Improve customer service
Regulation and code of practice compliance
Record transactions
Provide helpdesk replay reference

The legislation surrounding which type of calls MUST be recorded is complex. In essence, the Financial Services Authority (FSA) has issued guidelines which state all calls where money is transacted must be recorded. This is not just about City Stockbrokers but is also required when you are selling any form of product or service. And, if you are taking customer credit card details then further rules are in place.