1. Why Record Telephone Calls?
Call recording is a ‘must have’ application for any organization. It enables quick and confident dispute resolution, as well as the option to review calls for training and mentoring purposes. Our solution is an easy to use, secure voice recording platform for SIP, ISDN & Analogue communications. It has a range of features to make finding the right recording a simple process and integrates with other Xarios products to provide a seamless user experience.
Xarios call recorders provide specific support to Mitel’s MiVoice Office 250 and MiVoice Business communications platforms, integrating directly with Mitel’s API interfaces for enhanced data collection and call modelling.
2. Training & Quality Management
Listening to and reviewing customer telephone calls is an important process to ensure that customer experience targets are being met. The best customer interactions can then be used as a training tool for staff, to provide real world examples of what they should be doing. Xarios recorders track calls against users, making it easy to identify and target calls for staff reviews and then rate or score them.
3. Regulatory Compliance
For many organisations the recording of telephone calls is not just a business function but a requirement due to regulations they are obliged to conform to. An example of this is any financial services organisation that must comply with FCA & MiFID II regulations. Our systems can help in compliance with these regulations as well as PCI-DSS & GDPR.
Specific features for opt-in recording and data deletion are available specifically in relation to GDPR compliance.
4. Dispute Resolution
Having records of key customer exchanges to review in the event of a dispute helps to resolve issues quickly and easily. Customer calls can be tracked by phone number or by reference/order number if they have been tagged to the call. All recordings are encrypted and digitally signed to prove they are authentic and haven’t been tampered with.
5. Protect Staff
Give your staff confidence and protect them by recording calls where abusive or threatening behaviour have been used. Employees can use account codes to flag when callers have been abusive. This account code can then be used to keep a recording which otherwise would have been removed, making it easy for supervisors to identify calls which need to be reviewed and followed up on.