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

Regulatory Compliance

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 one—that's why so many companies use CallRex Professional™ or CallRex Express™ call center software solutions to coach call center employees and other front line employees with recorded examples of high quality customer interactions.

Using CallRex Professional or CallRex Express call center software solutions to increase customer satisfaction drives operational efficiencies, reduces costs, and reduces employee attrition. CallRex Professional and CallRex Express 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 documenting verbal interactions, adding CallRex Multi-Media™ allows companies to track and record computer activity to create a comprehensive record of customer interactions, financial transactions, and more.

Improve Employee Productivity

CallRex's VoIP call monitoring and recording software 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 high quality customer interactions and ensure employees are operating at peak productivity.

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 call center software solutions provide 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.

View success stories from companies that have benefited from CallRex IP call center software solutions. Learn about the key features and architecture of the CallRex Professional call center software solution.