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发布于:2019-3-6 00:27:06  访问:34 次 回复:0 篇
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You Can Only Understand If You Listen! How Businesses Are Making The Most Of Recording Calls
Voice Recording is every bit important to your business as the PC you`re reading this article on. Gone are the days of expensive equipment, complicated programming and 1984`s Big Brother! Recording is becoming a business imperative. We`ve got to have it to protect ourselves and to help train our staff that cost us so much every month!
A bit of background
Pretty much everyone is aware of call recording these days, whether it`s knowing that 999 calls are recorded or simply the tag at the end of TV ad`s that say "calls may be recorded for quality or training purposes." The most common environment for call recording was and still is the Financial Services Industry, i.e. all types of insurance. It`s understandable why insurers must cover themselves or face quite staggering costs if someone gets it wrong.
The Financial Services Authority appears to be moving towards a recommendation that all insurance businesses install recording as part of their compliance structure. Over that past few years more and more sales and customer service based companies are realising the importance of call recording.
In most situations, no one can gauge what is discussed, managed or sold on the telephone. 1000`s are spent every year on training, be it on induction training or on-going, internal or external, yet senior managers can never be absolutely sure that their staff have grasped the training if their job involves using the telephone. Call recording protects your investment, whatever and whoever it is.
Single Line/Handset
There are two main options to single line recording. This can be achieved either by installing an all encompassing handset with a writable CD drive as shown above or software that connects from the curly cord on your handset to your PC. No matter the size or type of your business, if you interact with customers, you can benefit from call recording. Perhaps you can establish an ROI first, by evaluating the cost of telephone contact, i.e. when it works well and when it can go wrong.
Multi Line
Line or trunk side recording enables businesses to capture every telephone call in or out and provides "cradle to grave" information. This means that irrespective of how many people your customer speaks to, the call can be recorded. Be mindful; if you need to record inter-department (extension to extension) as well, this solution may not be right for you. Each recording can be inserted in a CRM or database package simplifying searches against customer names.
Multi Extension inc VoIP
Recording extension side fulfills a specific requirement; it could be that you have a smaller number of people you need to protect and record on your telephone system or you need to record internal transactions as well. On the other hand, you could need to record IP extensions which may not all be in the same location. Therefore, Extension recording can offer a different level of flexibility than line side. Some systems fully integrate with call logging software which can further help businesses manage their communications.
Online On network Recording
Business telecoms provider Thus has launched a new Online Video Call call recording product designed to give large firms call center functionality without the associated overheads. Network Call Recording provides businesses with the ability to record, retrieve, grade, filter and store in-bound and out-bound calls.
Calls can be stored, accessed, managed and played back via an internet portal and IT administrators can personalize reporting, customize search filters and define their users` access rights, with the Premier version of the product, he added. The functionality will appeal to firms looking to comply with industry regulations, and aid in training scenarios, where individual operators may need to locate and replay their calls.
The product is targeted at businesses to use as a tool to improve the productivity of staff. Being a fully managed, network-based service means it`s cheaper and easier to install than doing it yourself, and there`s only a small price per minute usage charge after installation.
A similar product is also available from Opal Telecom (a wholly owned subsidiary of The Carphone Warehouse). It is apparent that some of the large telecoms suppliers are aware of the importance of recording and are providing a low entry cost for small businesses.
Call Recording features on Sky One
Sales Related Recording
In the first episode of `Badger or Bust` on Sky One in May, Ruth Badger traveled to Brighton to visit party organizers Red Seven whom she found to be big on parties, but short on planning. Ruth`s undercover spoof customer telephone calls soon revealed some worrying flaws, as staff stuttered and struggled with their products, while a cacophony of laughter in the background makes hearing their mumbles almost impossible. The pressure is on if she is to turn around a team that has even been caught recommending the opposition.
After an initial study of the sales teams performance, Ruth raised the question about call monitoring, to her horror she was taken into the basement and in a dusty box they uncovered some old fashioned cassette telephone recording modules, Ruth expressed her shock at how archaic these devices are but insists they are used. Within hours it became apparent that the cassette recorders didn`t actually work with the phone system so Ruth told Catrina (Sales Manager) they needed a new telephone recording system and they need it NOW.
A call recording solution was installed and the solution had an immediate affect! The first call they monitored identified an additional sales opportunity which had originally been missed by the sales person. "What an improvement it`s made, not only is it making Catrina active, you are hearing people selling minute by minute, it`s one of the most important things I`ve done" commented Ruth after the installation of the VoiStore system.
"Since implementing the Voice Recording and the revised training methods adapted around call monitoring and staff evaluation, sales have increased by 47% in the space of one month". Voice Recording is fast becoming one of the most productive tools a company can have. The return on investment can be incredibly high.
Voice Recording in a sales environment is essential as your greatest resource could be working in completely the wrong direction and you would never know, probably until its to late.
Financial
Based in the City of London, Seymour Pierce is a leading providing of corporate broking and corporate finance to smaller quoted companies. Having used voice recording in the past, they opted to extend their recording facilities to all telephone lines.
The system installed was a multi-line Recorder, which now records 30 ISDN30 channels and 8 analogue lines connected to the London Stock Exchange. John White, Facilities Manager explains: "We used software in the past, which at the time suited our requirements. "However, as the company expanded and regulations became more stringent, we felt that we required a more robust system". Since the recorder has been installed we`ve had cause to use it several times to resolve disputes and clarify misunderstandings; it has certainly proved to be an asset to the business.`
Hamden Agencies, based in the City of London, were keen to implement a call a recording solution in order to safeguard their high profile clients and to ensure instructions received were acted upon to the letter. Within a short time of installing the new system, the recorder averted a possible six figure claim and it was established that the customer couldn`t actually remember what he had said. Such is the nature of certain investment markets that "the customer is always right!", but it can`t extended to incorrect claims.
Blame Culture!
Britain`s claim culture will drive the market for call recording, a sector that could be worth a potential £2.5bn in the UK within five years. This information is based on industry estimates from two separate analysts Frost & Sullivan and Data Monitor.
The future
The demand for call recording is growing and I believe that this going to continue, however, if businesses realize that call recording can be used to help staff and not be used simply for protection, businesses can begin to reap huge rewards from listening to their staff and coaching them to improve their performance on the telephone.
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