PANASONIC VOICE RECORDER – THE LEADING VOICE RECORDING UNRIVALLED RECORDING & REPORTING FEATURES IN ONE PACKAGE

PVR call recording solutions now include software for integration of voice recording files with call management.

Reasons to record calls

From calls to the emergency services to holiday bookings taken over the phone, voice recordings can protect an organisation from dispute and help it to refine its customer delivery service.

All kinds of businesses and departments are now using call recording. There are many reasons why businesses choose to purchase a phone recording solution. Here are the some key return on investment (ROI) arguments for implementation of PVR:

• Liability: Resolve disputes & protect the company with recorded evidence
• Quality control: Improve employee performance & customer satisfaction
• Security: Detect or deter security breaches & inappropriate calls
• Training: Coach employees with examples of high & low quality calls
• Marketing data: Learn about customers & their response to marketing campaigns

Two of the main reasons for companies invest in recording are dispute resolution and call centre quality and training. Statutory or regulatory imperative is the primary driver of this trend. In the financial sector, for instance, where millions are traded over the phone every day, comprehensive voice record keeping is now a mandatory requirement: the UK Financial Services Association demands that voice transactions be as easily recovered and audited as any other kinds of electronic record. This means that not only must financial traders employ a 'blanket' policy of capturing all voice transactions, both inbound and outbound but they must also be able to accurately recover the records of those transactions in a 'reasonable time' and also guarantee their authenticity.

To ensure that the right calls can be recovered in the 'reasonable time' demanded by the FSA (typically within 2 days of it being requested), call logging systems must also be able to apply metadata to call records that enable multi call transactions to be recovered as a compound record, they must be able to identify all calls made by a given individual, and they must be able to associate voice records with relevant electronics records to provide a complete chain of evidence in the event of an inquiry or dispute.

Creating an audit trail for evidential purposes, then, has been the primary focus of voice capture efforts. But many companies are beginning to realise that those voice files contain potentially valuable information about the quality of service that they provide to customers – and how that quality might be improved.

A growing number of companies with call centre operations are beginning to use audio files as a means of monitoring service quality and call centre agent training, a practice sometimes referred to as customer experience management (CEM). According to suppliers, this is now the fastest growing element of the voice capture market.

Organisations are beginning to say to themselves, 'If our business hinges on what our agents say to our customers, we'd better make sure that what they are saying is effective.' By sampling calls in real time and assessing the impact that sales scripts and supporting screen information has at each stage of the process, some customers have seen systems pay for themselves in less than 12 months.

Key questions to think about:

• Does your industry regulator require voice capture?
• Does your organisation conduct significant transaction volumes/value via the telephone?
• Does your organisation offer professional advice over the telephone?
• Are your staff subject to verbal abuse from callers?
• Does your regulator stipulate a minimum retention period for voice/data records?
• What is the maximum time period during which a typical business may be subject to disputex or error checking?
• What proportion of calls received/originated from your organisation carry a risk of dispute and/or statutory record keeping?
• Do you need to practice 'blanket' recording?
• What is the typical length of call likely to be recorded?
• If voice transactions may be used in evidence, can you guarantee voice record quality?
• Does your business/service need online access to voice records?
• What level of legal/commercial risk do unrecorded voice transactions present to your organisation?
• Are voice transactions a significant/growing element of your business processes?
• Can call quality be competitive differentiator?
• Can voice records capture data that would be lost to a conventional online CMR system?

Whether it is for quality control or security purposes, your recording requirements will be met with PVR.

PVR features:

• Real time call monitoring
• Easy search/playback of recordings
• Unlimited remote/off site access to recordings via web browser PDA (with correct security permissions)
• Automatic or on demand recording
• Scheduled recording
• Compressed WAV files (6MB per hour)
• Quality control score or grade
• Date/time stamp
• Capture extension, agent, time, caller id, dialled numbers, duration, final destination
• Manual notes can be added
• Full, integrated telephony reports – play back recordings from telephony reports
• Automatic archiving to DVD+R, network, etc
• E mail recordings to supervisors or managers or clients as WAV files
• Tamper proof recordings that are admissible evidence
• 128bit encryption of recordings
• High spec PC/server included with 3 year manufacturer's warranty

Want to see these features & many other features for yourself? Call us for more information.

PVR – unique features that protect your business, call for a quote today