Conversation Recording | Voice Recording

Review, Training and Legal Compliance

It is often necessary to keep a record of conversations for business and sometimes legal reasons. It may be necessary to review a conversation between an agent, or member of staff, and a customer at a later date. This could be as part of a performance review, or if investigating a complaint, or possibly due to litigation.

Call Recording allows conversations to be archived for later review. Recordings are usually kept for 3 months, though longer periods can be accommodated. Where a performance review is being undertaken, supervisors can review conversations facilitating recommendations for improvements to call handling procedures. Conversations are accessible by telephone or a web interface providing supervisors with the ability to hear the calls from any location.

Legal Compliance

Where necessary we can encrypt the conversation at the source, providing a recording which can be demonstrated to be intact and not tampered with, as may be the case with a standard MP3 or wave file. The ability to demonstrate that a recording has not been tampered with is a requirement for admissibility into any legal proceedings. This is referred to as a WORM file - Write Once Read Many.

Commonly just hearing the original recording results in the dispute not making it to court, with resolution being achieved through hearing 'what was actually said'. Encryption of the recording increases the likelihood of admissibility into legal proceedings.

Training and Monitoring

The most common application of Conversation Recording is in the monitoring and training of staff. The ability to review conversations allows administrators to make changes to call handling procedures thereby improving the call experience and improving the efficiency of agents and staff.

Additionally the conversations can be reviewed during training sessions providing trainers with useful real world examples of possible issues and providing a platform for demonstrating improved call handling techniques.

Configurations

Information on Hosted Voice Recording Configurations...