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When voice call recording is not enough

Voice call recording is not enough

Call recording provides a valuable tool for monitoring the quality of customer services, training staff, resolving disputes, ensuring adherence to best practice, meeting SLAs, providing audit trails and, of course, to ensure compliance.

As a result, there is now a wider appreciation of the importance of call recording and the link between it and providing better customer service. Call recording allows every call to be monitored, measured, and, crucially, improved upon. And, with a service delivery model that eliminates the need for capital expenditure and cumbersome and expensive hardware and software, the technology is available to all.

Our own solution – Touch Quality Management Service – is a complete, multi-channel, service for contact centres and customer care. Our easy-to-use web-interface offers advanced search and retrieval capabilities, with advanced access control and permission levels. Call recordings are searchable by time, telephone number and name, providing a simple, efficient solution to consumer “Right of Access” requests for their personal data.

According to Forrester Research, 69 per cent of customers move to another channel when online customer service fails. It means that when customers do come through on a call, they really want to interact with a live agent, and are likely to have a complex problem that could not be solved online. Alternatively, customers call because they have a complaint or are unhappy with some aspect of the service they have received. It’s therefore essential to get it right!

So, as well as providing the call recording service, Touch provides a value added service called ‘QMS’, to secure customer excellence. QMS can be used by agent and team leader for customer call evaluation in an efficient and structured manner. Automatic reports show employee and team performance. Self-training features included in the service – many of which are based on state-of-the-art Scandinavian training methodologies.

QMS allows agents to ‘self-train’ during less busy periods, enabling them to provide an exceptional customer experience with speed, confidence, professionalism and courtesy, while freeing up line managers to concentrate on meeting business objectives.

But it’s clear that voice alone is not enough. Demand for the ability to record multichannel communications is becoming just as important. That’s why Touch offers a comprehensive solution for the recording of both voice and digital communications.

We provide secure recording and storage of communications across 46 different voice and digital channels, including fixed and mobile voice calls, as well as chat, text, Skype and other enterprise-based communication platforms, such as Genesys, Cisco, Mitel, Avaya, Unify, Alcatel-Lucent, and many others.

Of course, voice will always play a key role in business communications, but as we move increasingly to a multichannel model, it’s essential to ensure that digital communications are recorded too.

Touch can help you to meet all of these requirements, enabling you to improve customer service levels and meet compliance obligations, regardless of the channel being used. Why wait? Contact us now to find out how we can help you.

Written on 18 June 2018
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