Reasons for Voice Recording

The need for recording comes from:

  • Legal and regulatory compliance
  • Dispute verification and clarity
  • Evidential disclosure
  • Decision support and liability protection
  • Improved customer satisfaction
  • Quality assessment
  • Business improvement

Operational reasons may include:

  • Protecting against fraud
  • Legal or internal dependency on accuracy of verbal communication
  • Criticality of caller information (bomb threat, emergency calls, one time communications)
  • Threatening or abusive callers
  • Resolving disputes
  • Improving customer satisfaction
  • Cost reduction and agent retention
  • Developing organisational effectiveness
  • Delivering accurate reports or evidence
  • Proving operational performance and effectiveness

Organisations that make cost-effective use of advanced technology can:

  • Record all communications all the time (total recording, selective recording and record on demand)
  • Make recordings available always to meet strict regulations and compliance (resilient recording architecture, redundant hardware deployment and back-up systems)
  • Deliver total scalability from small (remote) offices to large multi-site, multi-technology organisations
  • Support multiple mixed and complex communications environments that use TDM, VoIP, radio, screen, data and trunked radio systems
  • Generally linked to a voice recording for more detailed analysis and evaluation of operational performance and training analysis