Call Recording

Have you ever had an incident that could have been resolved easily and quickly if only you’d had a recording of the telephone calls?  Or maybe you need to hold details of your client communications for marketing or training purposes or to comply with FSA regulations? If you answered yes then you should consider the […]

Take advantage of missed call reports.  This is a quick and effective way to go the extra mile.  Imagine your customer calls at a peak time when everyone’s busy, after 30 seconds or so they’ll probably hang up.  They may try again later but they could just call a competitor instead. So wouldn’t it be […]

Informing Relevant Parties of Recording/Monitoring It is not necessary to gain consent from participants in a telephone call before commencing recording, monitoring or intercepting. However, all reasonable efforts must be taken to inform all parties of the intent to record or monitor. This is generally achieved via information contained in advertisements, letterheads or within terms […]

In mid-2010 the Payment Card Industry stipulated that if members do record calls they should make “best endeavours” to ensure that the three-digit CV2 number is not recorded. Is your call recording solution meeting the specific requirements of the PCI? Our Call Recording solution, recordX includes a new feature that allows agents to tell the […]