Let me start by putting forth an incident. A travel agency got a telephonic request on their toll free number from a customer to book flight tickets. A transaction that was so simple was unfortunately dragged till consumer court. The reason- the customers says he asked the travel agency to book tickets from place A to B, however the call center executive booked the flight tickets from place B to A. The unsatisfied and annoyed customer took this to the consumer court and since the travel agency didn't have any proof to standby what was done, they ended up paying 7 times the flight fare as penalty.
So what do you think should be the answer to my question- Is Call Recording really a requirement?
Call Recording has now become a compliance and more and more firms are opting for the same. In many countries, for entities like banks, financial institutes storing call recordings for a certain period like 5 or 7 years is now mandatory. Many other organizations for whom call recording may not be a compliance are still doing it so that another 'travel agency' incident is not repeated. Isn't it a smart move?
Please understand that we are not talking about cellular call recordings. It has various rules and regulations and is not legal in many countries. The call recording I am talking about here is of the calls that land on the PBX(s) of various IP Telephony Vendors like Avaya, Cisco, Genesys etc.
When you deploy IP Telephony platforms for your enterprise contact center, it is must that you deploy a Call Recording software solution. This not only helps to meet compliance requirements but also increases CSAT (customer satisfaction) to a great extent. Did I over burden you with the word CSAT? Could be, because it's really a heavy word.
It takes a lot of efforts to achieve great Customer Satisfaction. And call recordings available with you plays a vital role in getting good CSAT scores for your operations.
So what are you waiting for? Go get the best call recording solution for your contact center.
Did you look at the KnoahSoft Harmony?
So what do you think should be the answer to my question- Is Call Recording really a requirement?
Call Recording has now become a compliance and more and more firms are opting for the same. In many countries, for entities like banks, financial institutes storing call recordings for a certain period like 5 or 7 years is now mandatory. Many other organizations for whom call recording may not be a compliance are still doing it so that another 'travel agency' incident is not repeated. Isn't it a smart move?
Please understand that we are not talking about cellular call recordings. It has various rules and regulations and is not legal in many countries. The call recording I am talking about here is of the calls that land on the PBX(s) of various IP Telephony Vendors like Avaya, Cisco, Genesys etc.
When you deploy IP Telephony platforms for your enterprise contact center, it is must that you deploy a Call Recording software solution. This not only helps to meet compliance requirements but also increases CSAT (customer satisfaction) to a great extent. Did I over burden you with the word CSAT? Could be, because it's really a heavy word.
It takes a lot of efforts to achieve great Customer Satisfaction. And call recordings available with you plays a vital role in getting good CSAT scores for your operations.
So what are you waiting for? Go get the best call recording solution for your contact center.
Did you look at the KnoahSoft Harmony?
Include link to KnoahSoft Harmony website !!
ReplyDeleteReally 'thought-provoking'. Nice
ReplyDeleteWell presented..
ReplyDelete