Call Recording
When looking for a call recording system, you can easily become overwhelmed by the information available, or even by the information that’s not available. Our specialists at ICS understand that and we want you to understand that we’re here to help. At ICS we’ll take the guess work out of making a good decision on what type of call recording system to purchase and how to deploy that system within your organization. With over 27 years of experience in business communication solutions, you can be rest assured that ICS will provide the service you need at a price you can afford. Don’t wait another moment. Call today for a free consultation. 1-866-427-4722.
Call Recording Systems Offered by ICS:
Call Recording Benefits:
More and more businesses are finding out about the benefits of call recording. They're learning that they can save time and money through implementing telephone call recording solutions and call recording software in their organization. Is call recording the right option for you? Take a look at some of the benefits below.
- Rules Based Recording - The system can be set up to record or not record on a wide variety of rules. Example: Record by extension number, caller ID received, number dialed, time of day, representative, etc. and even exclude any confidential conversation an organization might have. This system can be set up to automatically send copies of the conversations you define as important via email.
- Improve Customer Service- Set up performance reviews and create custom report cards for customer service representatives by using the call recording software inside the call recording systems offered by ICS.
- Improve Employee Training - Train the newest members of your staff by example. Let them listen to the calls of your best representatives in real situations that will help them do their job in the best possible way.
- Monitor Employee Quality - Use "rule based" call recording, available in all the systems sold by ICS, which allows you to record the calls for specific employees from 10% of the time up to 100% of the time, and then sends those calls to management so they can monitor the quality of those calls.
- Resolve And Prevent Disputes - Protect your organization against litigation in regards to the confirmation of verbal agreements. Stop relying on sales agents or customers to explain what happened during a call. Save time by resolving disputes immediately, by pulling the call and listening to what was actually said.
- Ensure Legal Compliance - For businesses that must adhere to strict rules or laws like the ones outlined in HIPPA(Health Insurance Portability and Privacy Act), telephone call recording provides proof of compliance in the event of an audit or when a questioned about fulfillment of those requirements.
How Call Recording Systems Have Improved:
Call recording systems have changed significantly in the last few years. Even just two years ago, call recording was expensive, generally contained multiple interfaces and types of dialogical boards that could only be supported by a large organization. Now call recording systems are compact, simple-to-use systems that work in the background of your office. They are easily managed and easily programmed to record what you want them to record when you want them to record it. Digital recording provides crystal-clear audio, the ability to save multiple calls on one server, and an ability to easily search for information about particular calls or recordings. These new call recording systems do things that, only a few years ago, could only have been dreamed of. For example, the "Rules Based" call recording offered within every system sold by ICS allows the user to record calls based on specific rules that can be defined within the system. Here are some examples of how this might be applied within an organization.
- Example One:
For businesses that must adhere to strict rules or laws like the ones outlined in HIPPA(Health Insurance Portability and Privacy Act), telephone call recording provides proof of compliance in the event of an audit or when a questioned about fulfillment of those requirements. - Example Two:
For businesses that must adhere to strict rules or laws like the ones outlined in HIPPA(Health Insurance Portability and Privacy Act), telephone call recording provides proof of compliance in the event of an audit or when a questioned about fulfillment of those requirements.
For more information about what's possible through "Rules Based" call recording, simply call the knowledgeable and friendly staff of ICS today. Our staff are ready and waiting to help you create a call recording solution that does exactly what you need it to.
What Are Your Call Recording Options?
When it comes to call recording, you have several options, all of which are based on which type of communication system you are currently using, how that communication system operates, and what type of call recording your organization needs. Take a look at the call recording scenarios below to learn more about what type of solution will work for your business. One or all of these can be combined onto one server.
- Trunk Based Call Recording - Recording all calls that coming in or go out via a telephone line. Records all inbound and outbound voice traffic.
- Port Based Call Recording - Records every conversation made to or from a particular handset.
- Digital Handset Call Recording - An individual unit that connects directly to the handset and does not connect to a server.
- IP Handset call Recording - The recording of IP packets on IP handsets.
- Radio Traffic Call Recording - Recording analog radio traffic for municipalities; emergency services, etc.
Call Recording Case Study:
ICS helps a local sheetrock company save time and money by deploying call recording system that helped them with troublesome general contractors.
"When this company came to us, they originally came to purchase a VoIP business phone system. After speaking with them we learned that they could also potentially benefit from deploying a call recording solution. The problem that they were having was with general contractors that simply weren't being professional. They were requesting services, on the behalf of home builders, but then they didn't actually use those services. Let me explain exactly how it would work. Five homes would be built and the general contractor would call the sheetrock company and say 'Come over tomorrow and sheetrock these homes we just put up.' So the sheetrock company would get all their materials loaded up and send out trucks with workers ready to install the sheetrock, but once they got to the homes they would find that they didn't have the permits for sheetrocking or that the houses simply weren't ready to be sheetrocked. This cost them a significant amount of money because they had to load the trucks, send them out with workers, and spend nearly 400 bucks just to find out that the houses weren't even ready to be sheetrocked. Of course, when they called the general contractor to find out what the deal was, the contractor would say 'I didn't tell you to come out' or 'I told you to come out next month,' in essence leaving the sheetrock company holding the bag. Without call recording they weren't in a position to argue about this or ask for compensation. But after they deployed call recording they were able to easily find and listen to these types of calls and then even forward those calls to the contractors and home builders so that they could be compensated for the cost associated with sending out these vehicles and workers on a job that wasn't ready to be done. The call recording solution not only saved them more than the monthly cost of the system but it actually fixed the problem because the general contractors started to understand that they were being recorded and that they needed to make sure when they called this company that they followed through with whatever they told them."
This is a perfect example of how the staff members of ICS go out of their way to make sure their clients are well informed about all types of business communication solutions.
How Can I Learn More About Call Recording?
Learn more about call recording by calling the business communications specialists at ICS. We have representatives ready to help you save time and money on custom solutions that focus on functionality and return on investment. Call today for professional help.
Call ICS Today. 1-866-427-4722
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