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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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