+ Recording Benefits

Traceability of all calls

+ Recording will automatically record and log every call received or initiated by a Contact Central advisor. The recording can automatically be associated with the customer, account or service request within the CRM environment making the call very easy to access. Online storage can be provided to maintain a history of call records that can be immediately retrieved when required for audit or dispute resolution. Linked to user defined queries, online charts or analytical reports, important calls can be located within seconds and replayed to any user with the appropriate system access rights.

Know your customers

+ Recording will allow managers to listen to what their customers are saying at the sharp end of the business. Direct feedback about service levels, product defects or unfulfilled needs, for example, can be used as a solid basis for continuous improvement. When combined with + CRM the power of this insight is increased because call records are more directly associated with key business measures based on information from the CRM database.

Improve Customer Service

High customer service standards depend on the knowledge and professionalism of front line, customer facing employees. Ensuring they have the training and knowledge to be helpful and confident with customers is the basis of a high value interaction. Using + Recording in a constructive way to ensure the development of these key staff will have a positive effect on customer service.

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