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Phone Recorders

Phone Recorders

Why Record Your Calls

There are lots of reasons to use Call Mynah to record your telephone calls.

 An increasing number of companies are recognising the benefits of recording
 calls regardless of business size. Historically, call recording has been a
 'Big Company' application for call centers and financial institutions such
 as brokers where high-value transactions or a high volume of business is
 key.
 
The Call Mynah breaks new ground, delivering fully digital high quality call
 recording for individuals and businesses using ANY mobile telephone.
 
With typically a whole year's worth of recordings saved on Call Mynah, the
 question should be 'Why shouldn't I record every call?

There are four fundamental reasons why an organisation may wish to record their telephone calls:
 Recording transactions of value, promises made & verbal agreements

 Improve customer service

 Comply with industry regulations

 Increase security & avoid abuse

Some industries are required by legislation to record their telephone calls
 (such as certain financial institutions or premium rate services), others
 may be transacting a high value of business over the telephone and wish to
 record these transactions for playback in the case a customer dispute
 occurs. Whatever your primary purpose, there are always secondary spin-off
 benefits. We have listed some of the primary reasons and benefits for each
 of the four main applications below:
 
Recording Transactions Of Value, Promises Made & Verbal Agreements
 
We may not all appreciate it, but most of us undertake important high-value
 transactions and make agreements over the telephone all the time. It may
 vary from a simple in principal gentlemen's agreement, the giving of
 professional advice or the formal placement of an order using our credit
 card.
 
You may wish to recall conversations for any of the following reasons:
Confirmation - You simply wish to go over the detail discussed again
 before formally documenting an arrangement. We can't be expected to remember
 or take notes on everything when we're engaged in conversation. Call
 recording is ideal to step back through the conversation to make sure our
 documentation covers the 'spirit' of the agreement and that we haven't
 missed anything out.


 Dispute Resolution - We all have experiences where we made a verbal
 telephone order and didn't get exactly what we asked for. Most of us
 unfortunately know someone who will always seek compensation in every
 situation and will often be successful due to the 'Customer is always right'
 principal. Recording the transaction allows rapid identification & replay of
 the original order, if your organisation was in the wrong, you need to know
 and sort the cause before it happens again. If you were right, you simply
 need to prove you performed as requested and avoid expensive compensation
 and loss of reputation, either way your company benefits and you may well
 find that just in dispute resolution alone, your call recording solution is
 financially justified.


 Sharing Calls With Colleagues - If you've just finished a fantastic
 call with your biggest customer and you want to share the positive
 experience & detail with your colleagues, recording and emailing the call in
 a wav format is a superb way of getting their attention and excitement.

You may also simply wish to pass on a message without writing it down, in
 which case, record the message and email it!.

Improving Customer Service

A large number of companies have a team of mobile individuals whose primary
 purpose is to visit & deal with customers over the telephone. Often the
 telephone is the only communications exposure a customer has with an
 organisation. It is also true that individuals within any one organisation
 often vary greatly in their effectiveness when dealing with customers, this
 effectiveness translates to revenue, margin and profits.

The great benefit of recording calls in a customer service situation is to
 allow the sharing of the telephone experience across the customer services
 team. It may be that one particular team member has a better closure ratio
 or is better at up-selling than the others. It may be that one team member
 has better empathy with a customer complaint and therefore convinces that
 customer to stay or even buy more as a result of being satisfied. There are
 many varied situations where positive sharing of best practice is very
 beneficial.

 Call Recording is also a superb tool to allow a supervisor or manager to
 review the performance of a team member and to listen to specific calls with
 a view to grading or offering assistance and advice for further improvement.
 Often telephone-based staff are on some sort of commission structure, so the
 concept of self or supervisor related improvement is to the benefit of both
 parties if more, higher margin sales are made as a result.

 Call Recording can be critical for new employees, especially as there is
 often a pressure to complete induction training quickly and get them on the
 road.

Call Recording can be seen as 'Big Brother', team members will undoubtedly
 change some aspects of their telephone behaviour as a result of implementing
 call recording and you may even see an increase in productivity to cover the
 investment for this reason alone.


Industry Regulations Compliance

This application is very specific to certain industries that are mandated by
 their governing bodies to record calls. It may be a legal obligation or part
 of a voluntary code of practice for respected industry affiliates.

 A growing number of financial services industries are mandated to record
 calls. Medical and legal advice lines are also primary targets due to the
 high levels of compensation involved where 'professional advice' given is
 reported to be at fault. Insurers who provide professional indemnity
 insurance may insist calls are recorded in order to lower insurance
 premiums.

 Premium rate telephone services are regulated in many countries as the
 caller needs to be aware of the growing cost of extended calls and generally
 cannot be seen to be encouraged to stay on the call for an extended period.

 Most businesses, where mandated, find positive reasons for the equipment once
 implemented.

Increase Security & Avoid Abuse

In these times of increased security, the telephone is often the
 communication medium threats are made, this is simply because the
 threatening party can remain virtually anonymous and distant from the person
 or organisation they are trying to affect. Many people become the target of
 threats over a mobile phone because its well known that nearly everyone
 doesn't record their phone calls - until now!

 There is also an increasing trend of public workers (such as teachers,
 benefit workers etc.) being verbally abused by callers who feel they are
 being unfairly treated or simply don't agree with the conclusions your
 organisation may have reached concerning them.

 In addition, anyone can be harassed by callers including ex-partners, debt
 collectors etc.

 Recording calls in this situation has two benefits, it allows the abused
 person to highlight the level of severity of the call and also may help
 prove who the caller was, or that the call was genuine abuse and not
 harmless banter.

Call Mynah
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