CallRex Professional VoIP Recording in a Local Bank
A local bank* located in a suburb of a large Midwest city serves its local community of residents and business with a variety of services including free checking, extended hours, and an emphasis on customer care. They take great pride in their independence.
The Issue
This bank had been considering a switch to VoIP technology for over a year but did not have a compelling reason to move. At the same time, the bank has been moving into full Gramm-Leach-Bliley compliance. As part of its compliance program, it began to consider 100% recording of inbound and outbound telephone calls.
The Answer
Working with a reseller, the bank downloaded and installed a CallRex Professional Evaluation. After a successful 10 day test, the bank deployed CallRex Professional for all of its employees as part of its new IP PBX deployment. They have a relatively straightforward single-site deployment, and are positioned to support a multi-site deployment when its second branch opens next year.
The Outcome
In addition to its role in Gramm-Leach-Bliley compliance, CallRex Professional has helped this bank:
- Improve customer service by ensuring employees provide the promised level of customer service that is so critical to this local bank’s success.
- Increase employee productivity by using recorded calls for training and as an objective measure of employee performance.
- Address security concerns by helping employees become more aware of what they are saying and rise to a new level of vigilance.
*The bank wishes to remain anonymous as it is still working towards complete Gramm-Leach-Bliley compliance.
