Sirus Blog

Monthly Archives: October 2015

More than one reason for call recording

Posted on October 19, 2015 by

“Please be aware that calls may be recorded for security and training purposes.” If you have ever had to deal with a big corporate then you will have probably heard this phrase (or something similar) played down the phone line, but have you ever wondered why so many of the businesses adopt call recording ? Whilst security and staff training are some of the prime benefits of a call recording service there are many others – this article will explore some of the main reasons why businesses choose to adopt a call recording service.

Training

Whilst it seems obvious many businesses overlook the value of recording calls in order to train staff, finding a way to simulate a real world scenario for call centre staff to deal with can be tricky and expensive with some companies even hiring actors to act as a happy (or not so happy) customer for the trainee to deal with in an appropriate and professional manner. These methods can be time consuming and incredibly expensive – other methods can also seem unconvincing and may not provide a realistic situation which is crucial for providing an adequate level of staff training. With call recording this issue is resolved, you no longer need to recreate a realistic training environment – instead your employees get to practice with real calls and experience what a call centre environment is really like. Moreover, as the calls you are using are recorded, they don’t cost your business anything meaning you have an effective and low cost training system in-place at the immediate disposal of your employees.

Increase customer satisfaction

Having good customer service is vital for businesses and call recording can go a long way to improve the way your business deals with customers. Many services offer the ability to record information about your calls such as length, waiting time, how many calls are being handled by a specific employee and even how many dropped or lost calls you have received. However, whilst this data can provide useful pointers for optimising your call centre experience, the only way to know exactly how customers feel about the service they are receiving is to listen to what they have to say. By collecting data on how customers interact with employees and any recurring complaints that may be received, by collating this data you can improve the way your business interacts with its callers to ensure they receive the very best level of customer service.

Never miss anything

Apart from being used as a tool to improve customer efficiency, call recording can also benefit your business in other areas such as conference or one to one business calls. We all know that conference calls are not always the most organised form of communication – with multiple parties all trying to get their point across it’s easy to miss important dates, facts or figures amongst the rabble. With call recording services active you no longer have to worry about missing that important piece of information during a call meaning that business runs smoothly and that you’re always on the same page with your business partners.

Never lose anything

Another advantage of recording business calls is as a form of reassurance in the event of verbal agreements or to confirm information that was only communicated verbally. This provides a level of assurance knowing that whatever is said over the phone is not lost so that in the event of a dispute you have all the information you need.

Security

Unfortunately not every call can be straight forward and simple – as frustration increases incidents can occur meaning you will want your staff to be prepared and protected. Whilst call recording cannot prevent these situations (unfortunately there isn’t a technology that can) it can do the next best thing by recording problematic calls – this means that your staff can be protected from future calls from the same number and in the very worst case scenario these recordings can be invaluable as evidence for official investigations. So although you cannot prevent incidents of this nature you can protect your staff from their implications. Many businesses also feel that making callers aware they are being recorded helps deter callers from being an unnecessary nuisance making call recording one of the best ways to protect your staff while on-shift.

For more information about our call recording solutions please contact us on 0333 222 1133


Reducing the risk of telephony downtime

Posted on October 14, 2015 by

According to a 2014 Ofcom survey, 69% of organisations say that the telephone is their most vital communication source. It is a statistic that perhaps runs counter to the modern narrative around the importance of social media, email and video conferencing to business.

But it is nonetheless true. And it explains why having adequate provision for when the lines go down is one of the most important steps a business can take to protect its bottom line.

One week of bad weather in early 2013 was estimated to have cost the UK over £318 million in lost productivity. While the complete communications outage is perhaps the worst scenario to consider, it is also the least likely to happen. Instead disruption is more likely to affect pockets of staff. For example, those stuck on a motorway in the event of a major hold up. Or a bank of desk workers sidelined by a localised power issue.

In any eventuality the most important thing is knowing that your business has the capability to get staff up and working again.

Technology First

If you do not have the correct technology infrastructure in place, then telephony downtime will harm your business. Regardless of the provider you choose to work with.

Traditional in-house infrastructure and fixed line telecommunications solutions are outdated. Not only because they don’t support agile working. But because of the time it takes to get staff back online if old systems go down.

If, for example, water damaged the ISDN line of a branch office, or a couple of floors at HO suffered a power cut, it would take anywhere between 24 and 48 hours to get the staff affected back online. Even in the best version of events a costly site assurance plan might have staff back making calls within a few hours. But to only one number.

Compare that with a modern telecommunications solution like SIP trunking, or fully hosted. Both include in-built, immediate call redirection. So in the event that any particular user’s main line is unavailable, the call would go straight to a specified mobile or alternative device. And it is automatic, meaning that you as the customer would not even have to request that your provider puts call redirection into action. The system is active all of the time, so whenever a call can’t go to destination A, it immediately tries destination B.

The result is almost no missed calls – and for those that are missed, your service provider will be able to give you full details about who was trying to get through. SIP and hosted will also apply to all lines at all times. So your business is covered in the event of a total power outage, or a broken line at a single desk.

End to end

Though the main consideration when thinking about business continuity should be the technology you are using, it is also worth thinking about the supplier who is providing it. While no one can guarantee no disruption whatsoever, the right one will make any downtime as manageable as possible.

By choosing to work with a supplier that offers an end to end service (whereby they provide voice services over an internet service that they own) you will be ensuring that you get the best experience, both in the good times and the bad. End to end providers own both the infrastructure and the data that they are working with and providing you. There is no third party involved. And because there is no third party if you need lines restored or a connection fixed, there is no one else to speak to.

The idea of the phones not working fills every business with dread. But with the right provider and the right technology, any business can reduce the risks that come with unplanned downtime.

 


 

 

 

 

 

 

 
 
 
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