Why Should Your Business Record Your Telephone Calls?

Call recording is a valuable tool that helps businesses improve customer service, increase agent productivity and meet legal and training requirements. The need and demand for call recording solutions has increased dramatically in recent years.

The primary needs for call recording can be categorized as follows:

• Quality Assurance – Recording calls ensures best practices and training
• Evidence of transactions – Important as proof for phone-based transactions
• Compliance Monitoring – Meet industry regulations
• Security – Record bomb threats and abusive calls

SonicView is the only solution that offers cost-effective fully digital single-port recorders as an entry into call recording, with the capability to expand to a larger system in incremental stages that are equally cost-effective. SonicView records every type of call (inbound or outbound), irrespective of carrier, PBX or call direction.

Every business can benefit from recording calls. Let’s look at why some of the businesses that are familiar to us need and use SonicView.

Law & Insurance Offices – SonicView provides proof of calls for dispute resolution, enhanced security to ensure recording file integrity and testimonial recordings, such as client/witness depositions

Healthcare – Health Insurance Portability and Accountability Act (HIPPA); patient/doctor interactions; proof of scheduling calls with registered providers.

Finance & Mortgage/Leasing offices – Regulatory compliance and proof of transaction for brokers; note authorizations to safeguard non-public information; Gramm-Leach-Bliley Act (GLB); verification and proof of monetary transactions.

Customer Service & Emergency Call Centers – Billing disputes – proof of delivery dates and verbal agreements; training tools to improve agent effectiveness such as quality assurance; ability to record conference calls

Schools & Public Safety – Threats and abusive calls can be recorded for immediate review and decision-making for response personnel;CallerID and details of location within the premise can be identified; teachers can dictate and post files on classroom blogs.

Call Centers – Training of agents using real world situations; scoring, grading and call comparison to analyze agent performance.

Retail & Distribution – Log proof-of-order and pricing quotes over the phone.

Transportation & Construction Companies – Record transactions involving order processing, customer authorization for use of credit card, shipping dates and products ordered.

Several state and federal laws require that certain types of businesses record calls. A few are listed below:

• Health Insurance Portability and Accountability Act (HIPAA) – Healthcare
• Gramm-Leach-Bliley Act (GLB) – Finance
• Fair Debt Collection Practices Act (FDCPA) – Collection agencies