Changes in regulations and the need to meet strict compliance standards are causing many businesses to review their call recording technology. For many organisations, the one size fits all approach to call tracking is not adequate.
Call recording solutions that blanket recorded calls with no user control over who, when and what is recorded are no longer sufficient to meet the call tracking needs of a wide range of business types.
Easily Manage Call Recordings with SMARTCALL
Examples of control over the call recording process include the ability to select which telephones have call recording activated, it is common to find Directors not wishing to have call recording for their extension. In some business environments the decision to retain a call recording needs to be based on the conversation type, for example a confidential “whistle blower” call may need to result in the call recording being immediately discarded.
PCI DSS credit card regulations now stipulate that the CSV (the 3 digit code on the back) number must not be retained after use to verify a transaction. This level of control over the call recording process is often not available in older technology and systems.
The next generation of call recording solutions, such as SMARTCALL, provide a wide range of control over the call recording process at all levels. Control of the recording process can be linked to the Agent/Users desktop to provide manual or automated control from a simple toolbar that stops and starts call recording through an automated process that controls the overall process based on the application in use on the desktop. Full integration with Customer CRM systems can put control over the call recording process in the hands the workflow system to provide seamless automation.
Comply with Regulations with the Latest Equipment
In conversation control that causes the call recording to be “muted” during the conversation can also be fully automated. When a conversation starts the recording begins but when, for example, a credit card payment window appears on the Agent screen, the recording is “muted” and replaced with a comfort tick tone. Once the payment window closes the recording is un-muted and the conversation resumed within the file.
Call tracking and recording is becoming an essential technology for organisations carrying out business over the telephone and recorder control is a key feature that ensures that the call recording solution meets business needs today and into the future.
To find out more about controlling the call recording process please contact our Call Recording Solutions Team on 01753 837714