Posted on Thu, Mar 7, 2019 @ 10:38 AM by Oliver Verde
Now more than ever, businesses from banking to healthcare have good reasons to monitor and record phone calls with customers, business partners, and employees alike. Voice recordings can help resolve disputes and point to possible customer service concerns. In this modern era, customers expect businesses to remember their likes, dislikes, and preferences. At the same time, all of this valuable information must be kept secure. That's why modern shifts in society and technology demand a new way to record and categorize phone calls. Today we're going to look at one cutting-edge solution that can help span the divide: digital call cabinets.
Why Record Mobile Calls?
When embracing any new technology, one of the first questions you will likely (and rightly) as yourself is: what can this new technology do for me? Why do you record telephone calls - and what calls might you be missing due to being able to record only some, perhaps only a small minority, of them? Telephone calls provide key data on customer service performance, on how clients contact you, on their concerns. In some cases, you may be able to datamine phone calls to find certain issues common to a certain segment of your customer base. The information you can get - and may therefore be missing - could be priceless when it comes to understanding and improving your business.
Mobile Calls and Cross-Platform Concerns
Now that almost everyone is using a mobile phone, including employees on the road, recording phone calls gets trickier. Legitimate business calls that you want to record might come from Android, iPhone, landlines and even VOIP PC software. That makes it difficult if not impossible to do client-side recording even of employee and business partner calls. The way in which these calls get encoded digitally on the client end may simply be too diverse to make it practical to deal with all of the audio files you'd get as a result.
Mobile Calls and Privacy Concerns
In addition to the increasing diversity of phone types and technology, privacy laws such as HIPAA (in the U.S.) and GDPR (in Europe) lay down strict guidelines for how information can be stored. Even if these regulations do not directly apply, state laws may apply depending on the location of the caller. Finally, even if you are not technically in violation of any local laws, data breaches can be crippling to consumer confidence.
Businesses wanting to record phone calls often find themselves right in the middle of one of the battles of the modern age: customers would like businesses to predict what they want, to have everything from credit card to birthdays on hand, but at the same time we all want our personal privacy. Here, as elsewhere, you want to be able to record key information in order to stay competitive. At the same time, you don't want competitors or other agents to get that information from you. Enter the call cabinet.
Call Cabinets: One Technology to Record Them All
Like a file cabinet you keep locked away in your office or a digital file cabinet you keep secure on your private intranet, a call cabinet can keep all of your calls handy for when you need them. Here are a few key benefits of a call cabinet.
Record all calls in one central location regardless of where the other side happens to be - or what technology they're using to call.
Keep calls sorted and easy to find for data mining and customer service purposes.
Keep recordings secure - easy to access for when you need it and impossible for anyone else to access.
With all of these benefits in mind, a call cabinet may be just what you need.
What do you think? Does call recording sound like something that might help your business? Would you like more information about setting up a hosted PBX service with all of the benefits - like call recording - that come with it? For more information on how to set up a hosted PBX for your system, and to start recording all your business-related calls, contact us today.