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Why Record and Monitor Calls?
Businesses and call centers record and monitor telephone and computer activity to achieve key objectives:
- Regulatory compliance
- Enhance customer satisfaction
- Limit legal liability
- Improve employee productivity
- Increase security
Businesses of all types face growing regulatory requirements. Today, many businesses are simply required to record phone calls for an undisputable record of transactions. Others find that implementing a call recording solution offers the most effective and affordable way to demonstrate a pattern of compliance.
Enhance Customer Satisfaction
It's easier to keep existing customers than to find new ones –
that's why so many companies use CallRex
Professional™ or CallRex Express™ to coach call center
employees and other front line employees with recorded examples of top
quality customer interactions.
Using CallRex Professional or CallRex Express to increase customer satisfaction drives operational efficiencies, reduces costs, and reduces employee attrition. CallRex Professional and CallRex Express call center software solutions allow managers to:
- Evaluate and improve the effectiveness of customer service policies
- Ensure employees provide the promised level of customer service
- Create the positive customer interactions that are at the heart of a successful business
Limit Legal Liability
Recorded telephone activity provides a degree of legal protection to both the company and the consumer. CallRex Professional and CallRex Express help companies limit liability by documenting verbal requests and authorizations, verifying contractual compliance and arbitrating disputes.
In regulated industries, CallRex Professional and CallRex Express play a key role in many companies' ability to verify compliance with the Gramm-Leach-Bliley Act, the Health Information Portability and Accountability Act (HIPAA), the Sarbanes-Oxley Act and other regulations that require comprehensive information security planning by affected companies.
In addition to CallRex Professional's key role in documenting verbal interactions, CallRex Professional's Multi-Media add-on allows companies to track and record computer activity along with telephone calls to create a complete record of employee actions.
Improve Employee Productivity
CallRex's VoIP call recording and monitoring solution has proven effective
in evaluating and improving employee productivity. Reviewing recorded
calls
with employees
provides managers with a powerful training tool and a concrete, objective
measure of employee performance.
CallRex allows managers to coach customer service agents with real-life examples of top quality customer interactions and ensure employees are operating at peak productivity.
In addition to telephone activity, CallRex Multi-Media allows businesses to identify unproductive computer activity by recording, monitoring and measuring employee desktops.
Increase Security
The majority of security threats are created by employees intentionally
or unintentionally distributing confidential information. Workplace monitoring
and recording encourages employees to be more aware of what they are
saying and doing,
and helps prevent unauthorized verbal or electronic dissemination of
confidential information.
CallRex helps prevent abuse by encouraging employees to rise to a new level of vigilance. In the event of a security violation, CallRex provides an undisputable record of activity to help identify the source of the problem and prevent recurrence.
CallRex Multi-Media raises the bar by adding computer and internet recording and monitoring to CallRex's IP call recording capabilities.
Learn more about the benefits of CallRex VoIP call recording solutions:
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