Mtech’s call recording solutions enable businesses to monitor call performance and gain valuable insights into how teams handle customer calls as well as effectively handle issues as they arise. Capture every phone conversation that takes place within your business and replay them at the touch of a button with our call recording solution.

We provide SIP and traditional PBX compatible call recording solutions, which enable businesses to continually monitor business performance, assess how teams handle customer calls, train employees and improve their sales strategy, and remain PCI compliant with any relevant legislation. You can access all of your call recordings through our online portal with ease and save them in a format that’s suitable for email attachments.

Let’s help you to cut costs, as well as increase productivity and performance. Talk to us about our call recording solutions.

Benefits Of Call Recording

Quality Assurance 

Call recording is a valuable tool for businesses to monitor and improve the quality of customer interactions. Managers can review recorded calls to identify areas where employees excel and where they may need additional training.

Dispute Resolution

Recording calls can be essential in resolving disputes or discrepancies. It provides an accurate record of what was said during a conversation, which can be helpful in legal matters or disagreements.

Training and Coaching

Call recordings can be used for training new employees or coaching existing ones. Managers can use real-life examples from recorded calls to provide feedback and improve communication skills.

Compliance and Legal Requirements

In some industries, there are legal requirements to record and store certain types of calls for compliance purposes. This is often seen in financial services and healthcare.

Documentation

Call recording often serves as a valuable source of documentation. Whether it’s for a business deal, a customer order, or technical support, recorded calls offer a clear and easily accessible record.

Customer Insights

Analysing call recordings can provide insights into customer behaviour, needs, and preferences. This information can be used to tailor products and services more effectively.

Employee Productivity

Call recording can be used to track employee productivity, ensuring that they are spending their time efficiently and effectively during phone conversations.

Enhancing Customer Service

Monitoring customer service interactions through call recording helps identify areas for improvement and allows businesses to provide a more satisfying experience to their customers.

Record Keeping

Call recordings can serve as a record-keeping system, making it easier to manage and track communication histories with clients or partners.

Call Recording FAQ’s

In short, yes. Advising Customers that you are recording calls is crucial to maintaining transparency and comply with legal regulations.

There are several ways in which a company can advise their callers that their call will be recorded. 

Here are some popular options:

  1. Announce at the beginning of the Call: Start the call by informing the customer that the call is being recorded for quality assurance, training, or other relevant purposes. You can say something like, “This call is being recorded for quality and training purposes.”

  2. Include a Recorded Message: If you have an automated system, consider including a recorded message that informs callers about the recording. For example, “Your call may be recorded for quality and training purposes. Please hold for the next available representative.”

  3. Website and Documentation: Make sure to include information about call recording on your website and in your terms and conditions or privacy policy. Customers should be able to find information about call recording easily.

  4. On Your Letterhead: On the bottom of your company letterhead you can simply write “Our Calls are recorded for training and monitoring purposes.”

  5. Incorporate It in Contracts: If you have written contracts or agreements with your customers, include a clause about call recording. This way, they are aware of it from the beginning of the business relationship.

 

Call recordings can be kept for a minimum of 3 months up to 7 years. Stored in the cloud you can access these and download them at any point for backups or company archives. 

Certainly, under GDPR rules and regulations, customers have the right to request a copy of their recorded telephone conversation. Businesses are obligated to provide the requested phone call recording within a 30-day period from the date of the customer’s request. However, each company will have its own processes in place, as to how these requests are requisitioned.

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