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Frequently Asked Questions

Why record your telephone calls in the first place?
More and more companies and individuals are recognising the benefits of recording calls. It provides an accurate record of what was said by whom and when; avoids the need for repetition or speaking slowly; creates voice files to attach to client records; and provides a perfect aid for training, dispute resolution and compliance requirements. In short, call recording puts the individual and the company in control of their most prolific communication medium - the telephone.

More specifically, by recording calls:

• You can resolve ordering queries and eliminate the discrepancies that often arise from verbal orders.
  
• You can increase overall productivity. The system records internal calls and outbound calls, thus reducing time spent on the telephone.
  
• You can reduce phone costs. A significant volume of unnecessary calls is eliminated once staff members know that their calls are being recorded.
  
• You can enhance the quality of service delivery, both in telephone communication with clients and across the board.
  
• You can settle 'he said, she said' disputes at the level of origination and eliminate the need to involve management, which wastes valuable resources and precious time.
  
• You can use recordings to assist in court proceedings, by providing solid evidence of the spoken word.
  

What kinds of companies record their telephone calls?
All kinds of companies should use voice logging. It is ideal for general business use, a must in call centres and crucial within financial, healthcare or legal organisations. Typical users of voice logging are to be found in industries including:

• Finance: banks, building societies, insurance companies, etc.
  
• Pharmaceuticals/Utilities: oil companies, electricity/gas suppliers, etc.
  
• Training: telephone training, call centres, etc.
  
• Legal: Legal, Judicial or Advisory Bodies: police, lawyers, etc.
  
• Travel and Tourism: airlines, estate agents, tourist organisations, etc.
  
• Automotive: vehicle breakdown services, couriers, etc.
  
• Education: universities, etc.
  
• Media: television, radio, newspapers, etc.
  
• Healthcare: hospitals, medical schemes, emergency services, etc.
  
• Telecommunications/IT: mobile operators, help desks, service providers, etc.
  
• Retail: electrical/online stores, mail order, etc.