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Panasonic Call Recording
Award-winning call recording
SBC offer a unique call recording proposition combining award-winning call reporting software with a cutting-edge hardware device that passively intercepts your phone lines, monitoring and recording all calls to and from your organisation. It does not matter whether you have analogue lines, ISDN2e, ISDN30e or SIP lines. The real beauty of an SBC solution is the complete integration between our call logging and call recording. You can easily retrieve and listen to any call in seconds from any web-browser with no requirement for additional client software at the client PC.
What makes our call recording different?
After finding the recording of an alleged dispute, if all you can hear is two irate people shouting over the top of one another, then you need stereo recording! It stores each party of the call separately so you can silence one side at a time – effectively allowing each side to say their piece without interruption!
Easy retrieval of calls by user
As any serious user of call recording will testify, the ability to find calls using the individual user as a search term, rather than being limited by just the usual details of a call – such as dialled number and the approximate time it happened – is one of the most powerful features a call recording system can offer.
Track the call in its entirety
If a call under scrutiny is transferred on to someone else, it’s easy to follow it… simply click on the ‘View related recordings’ link to continue to listen to the next part.
View a call audit
Authorised users have the ability to view who’s already listened to a call, and when.
As well as listening to calls, TIM Talk allows you to add quick notes to it, either to summarise the call or to remind yourself of a certain part of it. Now, after adding a note, whenever you see the call, it’ll stand out from the rest, having a small yellow posted note icon next to it.
Don’t restrict access to the recording to a favoured few. Allow everyone access to their own calls. We often find that what we said differs vastly from what we think we said – allow users to train themselves by hearing their own calls! And allow their managers to retrieve these calls from any location via a standard web-browser. With no limits to the amount of users that can access calls and simple restrictions to limit access to specific areas – TIM Talk is the ideal training tool!
You may just want to record the calls for training purposes but all calls are encrypted as standard so you can relax knowing that they can be used in a court of law if necessary.
You may be obliged to record calls. Make it worth your while by installing a call recorder you can actually use. One that provides much more than another tick on a list of pre-requisites that you are obliged to meet!
There are many benefits to having call recording in a business environment. Below are just a few examples:
Lead by example
Instead of telling staff how you want calls handled, play an example of a call that was handled well. Additionally, allow staff to listen to their own calls so they can hear for themselves when they are failing to deliver clear, concise information.
Resolve disputes simply and easily
Retrieve the recording to prove what was actually said or not said!
Play back a call to clarify any misunderstanding that may have arisen or to simply retrieve the phone number/order details/post code you scribbled down wrong the first time you took the call!
Guard against abuse
Protect your staff from abusive or threatening behaviour by informing all callers that calls will be recorded.
Create a knowledge base
By storing and allowing employees access to important or informative calls, new employees will find this particularly useful.
Make training easy and fun
Pick the good calls and show people how easy it is to do the job well. Perform ‘mock’ calls and show them what you mean by a bad call.
When staff know their calls are being recorded, they are unlikely to provide a sloppy or offhand service, this means happier clients.
Understand your business
It’s impossible when running a business to be aware of what is said and done at every level in your organisation. By recording calls, you can perform simple spot checks at any time to hear for yourself exactly what your customers are experiencing on a daily basis.
If an odd call appears on your call logging report, e.g. a long overseas call, you can listen to it and check its legitimate before taking your employee to task over why it was made.
For more info on call recording solutions, contact us today
Calls may be recorded for quality and training purposes.