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Medical services and health care facilities from all across North America are singing the praises of the newest generation of call recording technology. From a safety perspective, a financial perspective, and a common sense perspective, thousands of health care providers are now enjoying the peace of mind that comes along with a highly secure digital approach to monitoring their communications.

Years ago, people became familiar with the concept of call recording. Customer service departments and telemarketers often lead with that same familiar message: This call may be recorded for quality control purposes. Unfortunately, that’s where most people’s understanding of the technology ends.

The reality is that the benefit of using this kind of technology has grown exponentially since those early days. With the advancement of technology, the ability to record and monitor telecommunications has never been greater, and the scope of possible uses for that information has grown just as quickly.

Particularly for those in the field of medicine, the exchange of clear and concise information can literally be a matter of life and death. And of course, when there is a discrepancy between what a patient recalls being said over the telephone and what the employee recalls being said, the result is quite often the type litigation that can cost someone their livelihood. But with the ability to maintain clear record of exactly what was said, the issue of false lawsuits over the matter are nearly eliminated.

As with any growing technology, concerns over security are always a factor…but according to CVDS, an industry leader in call recording technology, call center security systems are highly maintained and constantly being updated to reflect the absolute latest in technological advancements. From a highly secure encryption technology to cutting edge research and development, the voice recording industry sets the standard for high-tech information protection.

Whether it is the monitoring of communications to ensure that company time is being maximized to its full potential, the training of new employees, or the protection of one’s business from potential lawsuits, the beauty of the services provided by companies such as CVDS is in their simplicity. The information needed to make sound business decisions exists–all we have to do is record and store it.

Source: Flickr’s Kecko

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Call recording represents the modern application of a decade old concept, and has the potential to save millions of dollars by streamlining the efficiency of a company’s communications. The idea is to simply utilize modern technology in a way that allows for the efficient and secure recording and storage of a company’s voice communications. Companies such as CVDS are leading the way in the development and instillation of such technologies, and many industries have begun to sing the praises of having a secure and reliable back-up of previously occurring conversations.

This technology has many obvious applications, from the transportation sector all the way to schools and healthcare. Any time that valuable and potentially sensitive information is being exchanged on a regular basis, it only makes sense to protect that information via any means necessary. From the ability to monitor and control customer service interactions to ensure a high standard of excellence, all the way to simply being able to prove that a specific set of instructions were delivered with the necessary clarity, call recording is a simple concept with a seemingly infinite number of useful applications.

In government, more and more municipalities and regions have begun to use call recording in order to streamline their communications. Although many of the same benefits appeal to government as to other industries, one element in particular has drawn the attention of elected officials–liability protection. As important information is often exchanged by government offices, having a recorded back-up of all phone communications can play a vital role in ensuring that all employees have followed the proper procedure and have revealed all of the necessary information. This provides a level of legal protection that has never before been possible, all while protecting the public’s information with a highly secure database.

Call recording technologies may seem like an obvious application of our modern abilities, but the best ideas are nearly always the simplest. In industries where information is exchanged on a regular basis, it only makes sense protect it in the most secure manner possible.

Source: Flickr’s brianac37

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For those who work in the transportation sector, a new call recording solution is beginning to change the way that business operates. For as long as we have had the ability transport large quantities of goods across large distances, there has been a consistent demand for innovation in the ways by which we perform this transportation. As with most corners of industry, the business that is best able to maximize their time and effort will produce the most efficient results.

For transportation, the efficient exchange of information is quite often the deciding factor in how profitable a business becomes. From dispatching basic delivery information to updating weather and traffic patterns for drivers already on the road, consistency and clarity of information is what separates the most successful firms. Now, for the first time, call recording solutions are beginning to appear across the transportation industry on a wide scale. Companies like CVDS have finally brought forth a technology that allows for the quick and easy access of information (which can be exchanged vocally using any number of technologies, from telephone to radio and beyond).

By providing a highly secure database of past communications, a call recording solution allows businesses to protect themselves against any number of costs. Monitoring of employee communications ensures that company time is used to its maximum potential, potentially saving thousands of dollars per year.

Of course, there is also the added benefit of protection from litigation in the event of a communication discrepancy. Should a supplier or customer believe that they were falsely informed for any reason, there is a quick and easy reference to which the authorities can refer. In this sense, the installation of voice recording technology can save a business countless dollars and lost man hours.

For the simple peace of mind of knowing that all communications can be reviewed, and for the safety and protection of knowing that your business is covered in the event of a discrepancy, voice recording technology simply makes sense. Whether for efficiency or for protection, this simplest of ideas can pay off significantly in the long run.

Source: Flickr's Matt Blaze

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Call recording is a relatively simple concept that has the potential to save millions of dollars in nearly every industry across the board. The idea is as straightforward as it sounds–companies such as Canada’s CVDS offer their services to firms across all sectors of industry, recording and storing voice conversations for future reference in a highly secure database.

One of the areas that could benefit the most from this type of service has, for the most part, been vastly underserved to this point. Due to the simple volume of communications that occur in a given day, offices across all levels of government could stand to gain quite a bit from the adoption of call recording technology.

Most of us are familiar with the idea of companies recording certain telephone conversations with the aim of improving customer service and monitoring employee interactions to ensure that all internal standards are being met. Whether at a municipal or federal level, this type of monitoring also offers significant benefits to government as well. Whether it is ensuring proper protocols are being followed, or simply discouraging the use of company time for personal calls, research has shown significant improvements with the simple installation of the technology.

Of course, there is also the benefit of significantly improved efficiency. Call recording allows fo

r a quick reference back to previous calls with the simple touch of a button. Instead of repeated calls to confirm vital information, one recorded phone call can quickly and easily eliminate the need for redundant practices.

Perhaps the most appealing aspect (as it pertains to government) is the safety net that voice recording technology can provide. In many cases, disputes concerning whether or not proper information was given can cripple the efficiency of a government. Having access to the actual call in question can help officials accurately determine whether or not a mistake has been made. Proper adjustments can be made in the event of an error, and disputes can be definitively settled without having to go through the process of a he-said, she-said argument, wasting valuable time and resources.

Source: Image courtesy of Flickr's MarcinMonko.

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Although important in nearly every sector of industry, there are few places where communication is as vital as it is in the transportation sector…which is exactly why so many businesses have turned to call recording solutions. From scheduling deliveries to avoiding inclimate weather, the need to exchange information when transporting both people and goods is vital for the safety, convenience, and profitability of a business.

Companies who offer digital audio logging as a call recording solution, such as Canada’s CVDS, are becoming very hot commodities in the modern market. The service provided may seem straightforward, but it is incredibly valuable. These companies use digital technology to record and store all company communications (or whatever part of those communications the customer chooses). The conversations are stored in a highly secure, encrypted format which can only be accessed by those individuals that the company selects.

For many firms, being in constant contact with customers can be difficult, so the main benefit of this solution lies in the increased efficiency of never having to call back. By simply checking the logs, a manager can quickly and easily confirm details such as delivery addresses, directions, and scheduled pick up and drop off times.

Of course, in the event of a discrepancy that ends up affecting

the bottom line, the fau

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lt of the situation can be easily ascertained. Having a detailed depiction of the exact information exchanged, makes it easy to avoid complicated and expensive litigation processes that often tie up a business’s time, money, and energy (regardless of the outcome).

A third benefit to the implementation of a call recording solution from a firm such as CVDS is to monitor and adjust employee performance. In many cases, simply knowing that a call may be recorded is enough incentive to promote a significant improvement in total performance. In a situation where conflict occurs, it is easy to gather the true facts of what has occurred, allowing managers to react based upon reality rather than simply taking one word over another.

For the transportation sector in particular, it seems imminent that voice recording technology will soon become the new standard, leaving anyone without the ability to reference past communications completely out in the dark.

Source: Image Courtesy of Flickr's rofanator.

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Call centers are a great way for companies to connect with their customers and meet their service needs in a convenient and personalized manner. Call centers can act as hotlines that offer clients helpful after-market services and troubleshooting assistance. They are also a great way for companies to gather and analyze client information and feedback so that it can be used to improve and tailor their services and product offerings. However, if the quality of the service offered by a call center is suffering, then it may be time to consider using a DVLR system to review customer-agent interactions and pinpoint areas that need improvement.

Customers want to be able to contact a company’s call center with limited delay and resolve any issues quickly and effortlessly. Unfortunately, this is not always the case, and oftentimes calls come to an end with the customer feeling less than satisfied with the overall experience. Common complaints associated with call centers include:

– Being kept on hold for an extended period of time

– Dealing with agents that are either not helpful, ill-informed, or rude

– Being transferred to different departments multiple times, and then having to repeat their situation each time, before they are put in contact with someone that can resolve their problem

Call recording technology can be used to reduce and minimize these types of complaints. Thanks to modern voice recorders, calls can be easily archived, and then retrieved as part of employee training exercises. By using real-life call recording examples, management can pinpoint areas that need improvement and agents can gain a better idea of how to handle demanding customers or difficult situations. Employees that are better trained are more efficient, meaning each call can be handled in less time, and more clients can be serviced in the same amount of time.

Some DVLR systems may be integrated with call center databases, allowing customer information to be shared among employees, so that repetitive questioning and client identification becomes unnecessary. Call recording will also result in greater employee accountability. Employees that know they are being recorded may be less likely to exhibit rude or negative behaviors. Positive changes in work quality can then be rewarded, resulting in better-motivated employees.

Call recording and voice recorders are tools that can help train and empower customer service agents, leading to reduced waiting times, call transfers and ultimately a better experience for the client.

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For the past ten years, nearly everyone involved in the communications industry has heard the buzz about the next wave in emergency response, referred to colloquially as ‘Next Gen 911’, but beyond a catchy name and weighty reputation, what exactly does this service upgrade entail?

Well, the best way to think about it is as a brand new, significantly larger, information infrastructure. Whereas the current system allows for communication with emergency response experts via telephone only, Next Gen 911 is an adaptation of the same model, but designed to accommodate modern communication devices. Emergency operators will soon be able to process text messages, videos, pictures, and even data files which have been sent from the general public.
This not only allows for greater access to emergency response, it also allows the operators themselves to develop a clearer understanding of each emergency situation. This will help them properly allocate both resources and personnel, as well as allowing operators to provide more accurate instructions to the person who contacted them. Simply put, it is a system that will make the process of saving lives more efficient and more effective by allowing for the greatest possible communication between those on the ground and those who are able to help.

Originally developed and proposed in 2000, the new system officially achieved proof of concept in 2008, and has been closing in on full implementation for several months now. With it being such a large scale and obviously important operation, the logistics of bringing Next Gen 911 to reality across North America have demanded a lengthy and inclusive testing phase, but now that it has reached the point of implementation, the excitement around this life-saving technology is beginning to build quickly.

With beneficial applications that are still revealing themselves to this day (including better access to emergency response for the hearing impaired and the ability communicate to oncoming traffic that an accident has occurred ahead), Next Gen 911 infrastructure has proven itself to be the next step in emergency response technology, capable of cutting costs, reducing inefficiencies, and most importantly, saving lives.

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As technology continues to advance at a breakneck pace, more and more experts in the field of healthcare have turned to the use of public safety recording equipment, or voice recorders, as a method of bridging the gap between modern data retention and our most common form of communication technology–the basic telephone. Similar to systems used by emergency operators and even to those used by military operations that require the storage of communication data, these systems are now becoming an indispensable tool in the field of healthcare.

The first, and most obvious benefit of these voice recorders is the ability to provide proof of compliance to regulatory requirements. With stress on the healthcare system reaching an all-time high, government officials on all levels have turned their focus to ensuring that all regulatory requirements are being met in order to maximize the healthcare system’s efficiency. The ability to record and retain phone conversations allows for a safety net to reinforce contract agreements, payment information, and details pertaining to insurance coverage.

Obviously, the possession of this type of data requires significant protection, which brings us to the second benefit of this budding technology: security. Restricted user access, encryption technology, and other enhanced safety features provide peace of mind.

Particularly in the field of healthcare, misinformation can lead to a variety of dangerous situations. In the event of a dispute over whether or not a patient had received proper direction, it can often be difficult to determine who, if anyone, is at fault. By enlisting the services of high quality voice recorders, the issue of liability becomes an open and close case, potentially saving thousands in costly litigation fees.

At one end of the spectrum, call logging technology is a daily convenience, something that can save hours each week by providing quick and easy access to conversations that have already occurred. On the other hand, a voice recorder can also easily save thousands of dollars in unnecessary legal fees. No matter how you cut it, this is one audio track that is worth listening to.

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A helpful tool that is used by many different types of organizations and for different applications, an audio logger can be described as a simple recording device. It can be in the form of a radio, voice or call recorder used to record analog, digital, and VoIP calls and transmissions from telephone, radio, and console sources. But audio loggers are more than just simple recording devices. Thanks to easy to use interfaces, reliable archiving capabilities and other related features, audio recorders can be used for many different applications.

At CVDS, we design several types of audio loggers intended to handle a diverse range of customer needs, as well as meet industry-specific requirements. We can also design custom recording solutions. We work with a wide variety of clients, from public safety organizations, such as police and fire departments, military and government, and even campus security. The audio logger is also commonly used in call centers, particularly by banks, financial institutions, insurance companies, and telemarketing groups. Even oil, gas, and electric companies employ audio loggers. Of course, our audio loggers are also ideal for use in the transport industry, regardless of whether the loggers are used for air, marine, or rail traffic control.

The information captured by our recorders has the potential to serve several purposes. For example, a bank may use an audio logger to capture interactions between customer service agents and clients. These recordings can later be analyzed to determine several things (Ex. to establish if clients are being serviced properly, to gage customer interest in specific products and sales promotions, or to determine the success of telemarketing scripts). Once they have this information, management can use it to improve weak areas and to come up with new sales tactics. A public safety organization may be more concerned with the accurate archiving and retrieval ability of an audio logger.

These types of recordings may eventually be used as evidence for legal proceedings, and so they must be tamper-proof. When used for military purposes, an audio logger has to be able to withstand harsh conditions along with reliably and clearly capturing information, and offering users quick and easy retrieval in case of an emergency. No matter the situation, our recording systems are up to the challenge.

Image provided courtesy of Flickr’s vlima.com.

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From small call centers to large customer service hubs, many organizations use contact center recording systems. Contact center recording provides organizations with a reliable way to record and archive phone conversations between both customer service agents and customers. Call recording technology also provides companies with many other useful features including call encryption, quick retrieval options, and playback capabilities. Of course, contact center recording is about more than simply recording and archiving phone calls. It is a valuable tool that contributes to efficiency in many areas, including call agent training, customer service and quality control (in the departments of both sales and marketing).

Calls that are captured by contact center recording systems can be used to provide real life examples during training seminars. By using actual recordings, employees in training get a much better understanding and idea of the many different scenarios they may encounter while working. Trainers and group leaders can also use recordings as examples to illustrate both good and bad ways to deal with different situations. Well-trained employees are more efficient, and are better able to provide customers with high quality customer service. In today’s competitive market, excellent customer service can help a company stand out from its competitors—it can also help them attract and retain customers.

Image provided courtesy of Flickr’s Ma.Co.

By recording and analyzing interactions between call centers agents and customers, management can determine if clients are being properly serviced. If reoccurring complaints or problems are discovered, protocols can be implemented to ensure that these problems are remedied. Customers are less likely to leave companies when their needs are met and they are kept happy. By focusing on retaining customers and strengthening relationships with current customers, companies benefit from profitable, loyal customers over the long run.

Finally, contact center recordings can be reviewed as a way to gather valuable market intelligence. For example, management can use recorded feedback to verify the success rate of promotions and sales tactics, gather customer reactions to products and campaigns, and also uncover possible up-selling opportunities. Management can then use this information to guide and plan future promotions and sales tactics, increasing the overall strength of the company.

 

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