Liquid Voice Call Recording
Why Record Your Telephone Calls
In todays business environment the need and ability to record phone conversations is critical. Whether for staff training or being able to verify information given, call recording provides a secure, impartial and utterly reliable witness to every important phone call. Call recording can also be used to improve customer service, resolve customer disputes, enhance employee productivity and meet legal and contractual call recording obligations.
Large call centres were early adopters of call recording and we are now familiar with the expression ?this call may be recorded for training or quality control purposes?. Many government organisations are legally bound to record their calls for liability purposes.
Over the past decade, many businesses large and small now employ call recording for a variety of reasons including:
- Reduced liability - This is the number one reason why most businesses purchase a call recording solution. It allows them to easily resolve disputes and protect themselves with recorded evidence that can provide an impartial record.
- Improved quality - By recording calls, errors can be detected and often corrected before they become costly mistakes. A call centre employee might mistype customer information, or enter an order for the wrong product colour or quantity. However, by routinely verifying call recordings before shipping, this information could be confirmed or corrected saving considerable money. Not only this, but customer satisfaction is improved. Rather than having to bother the customer, the recording can be reviewed and the mistake corrected without the customer even knowing.
Supervisors can also use the call recording software to routinely check calls to make sure proper dialogs are being used and offers made. The results are superior quality, lower cost and increased customer satisfaction. - Increased security - The simple presence of a call recording solution on company lines often acts as a deterrent to all types of security breaches or inappropriate employee calls. Such security breaches or inappropriate calls can be detected with the call recording software and then used to either address the problem with the employee or if necessary to act as evidence.
- Better training - Training and performance reviews are made easier when call recordings are easily available to trainers and managers. Trainers can use the call recording software to search and find calls that exemplify excellent customer service or salesmanship. These can be easily emailed to colleagues as an example or played in a training meeting. Likewise, poor quality calls can be found by managers and sent to the employees that made them to allow them to learn from their mistakes and improve.
- Sales and marketing data - A call recording gives your sales and marketing departments valuable data that will help them discover exactly what sales techniques or marketing campaigns are working and more importantly, why they are working. A sales manager can use the call recording software to review calls that resulted in successful sales and glean ways to improve the sales dialogues for the entire sales staff. A marketing manager can listen to the same calls and discover what offers are working best, or the reasons customers give for not taking those offers. This helps the marketing department choose the most successful offers and create better offers in the future.
- Are you asking all the right questions? Having the opportunity to record calls gives you the capability of being able to monitor your customer service levels along with staff performance. This allows your company to have a head start on your competition with the opportunity to continuously improve your service level.
- Telesales or Lost Sales? Training is easy when you are able to monitor both sides of a telephone conversation on your business telephone systems. Recording calls allows you the benefit of hindsight, giving you the opportunity to assist your team in achieving their goals and improving sales.
- Making sense of scribbled messages! Do you work away from your office and rely on admin staff to send letters, emails and faxes on your behalf? Save everyone?s time by allowing your PA to record your urgent correspondence that can be typed immediately without the hassle of scribbled messages.
Customer interaction needs to be analysed in order to understand and improve organisational performance. A call recording solution from Liquid Voice enables conversations to be stored as a permanent record and accessed on demand.
Liquid Recording for FSA Regulated Companies
Why do you need to record telephone calls?
Competitive advantage: The premium on customer contact is at an all time high. This is particularly true in the professional and financial services industries, where the source of competitive advantage lies in the quality of interaction you have with clients.
Audit obligation: In these heavily regulated industries, auditing is not just a necessary function for accumulating business intelligence – it is a legal obligation. But how do you audit the most innocuous of corporate communications – one-to-one phone calls?
No matter how distinguished your company name, how emblematic your logo – when somebody needs a professional or financial service, the single biggest factor governing their choice is trust. As any solicitor, accountant or insurance broker will tell you, the greatest source of new clients is referral – which is essentially a transmission of trust. People ask for trustworthy recommendations from others they respect as a means of distinguishing between competitors they otherwise know nothing about.
The Yellow Pages offers people a wealth of competing firms to choose from in the professional and financial services industries, but how often do you think a prospective customer with no experience will choose to do business with the first Company they speak to? And even if they do, what’s going to give them the feeling that they’re telling their intimate personal circumstances to the right one?
Should they wish to seek it, consumers today have unprecedented levels of access to limitless information about your company, some of which is within your control and a great deal of which is not. This creates an acutely competitive landscape. Preserving your brand values here means more than just marketing; it means providing a service that customers can truly appreciate – that they can truly trust – often at some of the most stressful times in their lives and Liquid Recording can give them the security and peace of mind they need.
Liquid Recording for Customer Services
Creating customer loyalty
In the UK we have a service-based economy. The quality of your service is critical because today it is what differentiates you from your competitors, and it’s becoming increasingly important as more and more companies become familiar with the tools and techniques of first-class customer service. In fact, the premium on good quality service has never been higher.
How do you control your customer service when you’re relying on individual personalities to deliver it? Without any evidence other than their word, how can you ensure that your people remain objective and professional even when dealing with the most awkward of customers, day in day out?
Customer service advisers operate within the privacy of a one-to-one phone call and towards the end of a long day it can be an alienating experience. How can you ensure that you protect them? How do you provide a way for them to demonstrate how good they are at their jobs - a way for them to get more involved in the workings of your organisation? After all, they’re the ones talking to your customers – imagine the insight you could get from their experiences! But how do you get that insight without taking them away from what they’re paid to do – take calls?
Liquid Recording can be integrated in to most software packages – CM, CRM, EDRM, ERP and more. Please contact us to discuss your requirements.
"Hi, you're through to Louise, how may I help?"
"Listen, don't transfer me, don't call me back to ask me things I've already told you. I'm sick of you people passing the buck. I'm going to tell you, once, and I want you to sort it out."
"No problem sir, you're not actually through to the right department but I assure you I'll get this resolved today."
"How can Louise say that with such confidence? Could she have a secret weapon in her customer service armoury?"
Statistics show that a customer who has a problem resolved is 50 times more loyal than a customer who's never had a problem. Because in a world of marketing and selective truths, what better way to instil confidence in your customers than by demonstrating your ability to look after them if all doesn't go exactly as planned?
That is where loyalty is born.
Louise can record the call and send it to the right team, who can call back with the answer.
Liquid Recording for Enterprises
Liquid Recording for Enterprises is designed with the largest and most complex organisations in mind. Not only does it provide the many advanced features associated with the rest of the Liquid Recording range but it is also scaleable to any size of organisation, can work over any infrastructure, operate over an unlimited number of sites, provide 24x7 recording and work 99.999% of the time.
Its modular design enables it to expand and adapt to the needs of your organisation with minimal cost or hassle.
Liquid Recording for Small Business
Why do you need to record telephone calls?
Liquid Recording for small business is a simple and economic solution for businesses that need professional call-recording for up to 30 users.
The feedback from our smaller customers over the years is that most of them do not require much of the fancy functionality utilised by larger organisations. Why pay for the ability to record a 100,000 calls a day if you only have 5 members of staff?
In order to keep the cost down for our customers, the standard package includes only the essential functionality needed to protect you, your business and its employees. If your requirements do demand anything a little special, additional functionality can be added at anytime via a simple and reasonably priced licence update.
Unlike many of the budget call-recording products available, this is based on the same technology as used by larger organisations and is therefore just as reliable. This is a centralised hardware based recording product – it does not have any of the problems associated with those solutions that rely on users’ PCs to do the recording.
A call-recording solution that can’t be depended upon offers no real protection and should be avoided. This product is the most cost-effective solution available to the small business for reliably recording calls.
Liquid Recording for Housing Associations
Working in any kind of social service is something that is done by capable individuals who relish a personal challenge. They have to – it is often a thankless task – but they do it in the knowledge that they’re contributing to the greater good; solving real problems in the most important areas of people’s lives, sometimes for people who haven’t the ability to help themselves.
Employees of this calibre are like gold-dust and they’ll appreciate all the help you can provide in dealing with the people they speak to.
There are many people on low incomes and benefits who have recurring problems and when they call they can be in any state of distress, intoxication or panic. It is essential that your advisers are efficiently equipped to deal with these people effectively and that they have the knowledge of your support.
Liquid Recording is purposely designed to meet the needs of public sector organisations, with all the facilities of a corporate call recording application but at an affordable price for those that need it the most. Based on open architecture, the system is easily integrated with practically any telephone system, and it sits on your intranet server so is also accessible wherever the Intranet is – improving both the level of support you provide your team and the level of service to the customer
Liquid Recording for Local Government
Working in any kind of social service is something that is done by capable individuals who relish a personal challenge. They have to – it is often a thankless task – but they do it in the knowledge that they’re contributing to the greater good; solving real problems in the most important areas of people’s lives, sometimes for people who haven’t the ability to help themselves.
Employees of this calibre are like gold-dust and they’ll appreciate all the help you can provide in dealing with the people they speak to.
There are many people on low incomes and benefits who have recurring problems and when they call they can be in any state of distress, intoxication or panic. It is essential that your advisers are efficiently equipped to deal with these people effectively and that they have the knowledge of your support.
Liquid Recording is purposely designed to meet the needs of public sector organisations, with all the facilities of a corporate call recording application but at an affordable price for those that need it the most. Based on open architecture, the system is easily integrated with practically any telephone system, and it sits on your intranet server so is also accessible wherever the Intranet is – improving both the level of support you provide your team and the level of service to the customer.
Benefits of call recording to your business
In the truest sense of the word, this is an ideal solution whether dealing with service or project focussed departments…
• Protection
All telephone transactions can now be recorded, archived and retrieved at the touch of a button, minimising costly disputes and ‘verbal’ misunderstandings
• Legal / Contractual Compliance
With e-disclosure becoming increasingly important, call recording is the next pro-active step towards legal protection of both the organisation and the caller
• Peace of Mind
By documenting verbal requests and transactions
• Improved Customer Service
By evaluating and improving each call, monitoring the effectiveness and productivity of each conversation, thus delivering better customer satisfaction
• Inter-departmental Communication
Calls can be emailed to colleagues or associates
• Transparency of Operation
Validate the coherence of your organisation to your clients by demonstrating a transparent and value for money service
• Conversation Clarity and Playback Manipulation
Background noise can be eliminated, thus eradicating any misunderstandings
• Improved Security
Both internally and externally, with call recording enhancing awareness of what is said and to whom, providing a robust audit trail if needed, and admissible court evidence
• Improved Staff Retention
Users are protected, empowered and motivated, leading to increased productivity adn less sick days/ attrition/ stress related illness.
• Instant minutes
Conference calls can be recorded for project/supplier review purposes
Key Liquid Recording features
• Scalability
Specifically designed for all sizes of user, from 10 to 100,000s of telephone conversations per day
• Ease of Installation & Maintenance
Simple, intuitive windows based system removes the need for training and expensive support
• Conversation Clarity and Playback Manipulation
Background noise can be eliminated, thus eradicating any misunderstandings
• Low-cost Secure Storage
Calls can be stored securely and cheaply to the call-recording device itself or to a network destination of your choice
• Personalised Recording Parameters
You will choose which calls you want and do not want to record, providing a tailored system for your organisation
• Affordability
Liquid Recording’s highly competitive pricing proves that an effective call-recording solution does not need to cost a fortune
• Ease of Retrieval
Calls can be searched instantly using time, date, caller details, user details and key words.
• Multi-site Application
Scaleable from small single site teams to large national organisations
• Off-The-Record Conversations
Users can be given the option to cancel recording midway through a call by entering a special code on their handset
Technical information
- Each recorder can handle up to:
- 512 simultaneous calls for VoIP recording
- 512 concurrent ISDN calls
- 512 calls for analogue or digital handset recording
- Multiple servers can be used to provide full redundancy and unlimited capacity
- Microsoft Exchange integration
- Comprehensive audio compression options
- Fully web-based for easy role-out and remote access
- Open architecture facilitates easy integration
