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In many industries, communications recording systems have been in place for quite some time. Although the service began primarily as a method of tracking and monitoring customer service calls, the simple convenience of having access to a company’s telecommunication records has proven to be quite valuable on a number of other fronts as well. From legal protection to employee performance evaluations, there is simply not a better way for mangers to keep their fingers on the pulse of the workplace…but all of that is for naught if the information being stored is not properly protected.

From the very beginning, the benefits of implementing a communications recording system were apparent to those managers whose responsibilities include monitoring employees’ telephone communications. Because calls can be listened in on live or recorded for later use, it is both quick and easy to locate the exact point at which a problem may have occurred, and thus fix it accordingly.

Whether it is because of employee negligence, customers trying to take advantage of the system, or a simple misunderstanding, the incidents in which there is a discrepancy in what was said have been on the rise as consumers demand more and more from the businesses which serve them. With the implementation of a call monitoring system, these events can be traced quickly and easily, making sure that a manager’s decisions are based on factual and relevant information only.

In many instances, the cases in question can range from a simple mistake being made by the company itself, or in some extreme cases, malicious intent by either the employee or the supplier/customer on the other end of the line. Regardless of what the source of the conflict may happen to be, the reality is that only factual information can help a manger get to the bottom of things.

Bu all of these benefits apply only in the event that the information being stored is done so in a secure manner. As with any and all digital information storage, security is critical. Companies such as Canada’s CVDS are leading the way in encryption technology, as they have become a true industry leader since helping to forge the communications recording industry over the past number of years. Trusted by both government and private businesses alike, they simply set the gold standard for information security. Regardless of what type of information is being stored, security and personal protection against fraud should be a main concern for managers, customers, and employees alike.

communications recording

Image courtesy of Flickr’s Barron

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From the very advent of telephone technology, people have strived for a way to preserve the information exchanged during these conversations, and today’s voice logging systems are the latest reincarnation of a technology which has been decades in the making. Starting with the standard customer service tracking systems nearly thirty years ago, companies have been very keen to monitor and record their telephone exchanges with clients, customers, and suppliers. Access to this relatively simple information can not only allow managers the ability to control the quality of customer service being provided by their employees, but also ensure that company time is not being used for personal purposes, and it also has the ability to protect against claims of misinformation.

For certain industries – such as medicine, government, and law – the very sensitive nature of the information being exchanged makes for the perfect environment in which to utilize voice logging technology. Because mistakes in these types of workplaces can easily lead to the loss of significant sums of money, or worse, negative health effects, the ability to ensure nearly perfect communications can be the difference between a successful office and one which does not last very long. In order to ensure that their employees are performing up to snuff, managers can simply inform their staff that communications will be randomly monitored. Even the off chance that a given call may be recorded has been shown to significantly raise employee awareness and performance.

Of course, there is also the chance that employees may not be maximizing their working time. In the event that staff have been using communication lines for personal purposes, voice logging systems have been shown to dramatically reduce the amount of company time being wasted. Simply put, people perform to standards better when they are aware that they may be monitored.

But for businesses which deal with sensitive information on a regular basis, the main benefit may very well be that definitive legal proof of all communications now exists. If there is any kind of discrepancy which leads to financial loss, or even injury, the cause can be found quickly and in an unbiased manner. And with today’s heavily encrypted communications technology, privacy has never been safer than it is in modern call logging systems.

From the very beginning, managers recognized the opportunity for improvement which existed within a company’s communications systems, and today’s logging technology has finally opened the door to all of that potential.

voice logging

Image courtesy of Flickr’s andrew.wippler

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