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
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
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
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
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
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
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
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
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