You are the Auditor

Preventing Abuse

Simply making others aware that your company records telephone call can be very helpful in preventing the potential abuse of the phone system.

Staff are less likely to make non-business calls if they know that the telephone call is being recorded
Customers are less likely to be abusive to staff if they know that the telephone conversation is being recorded

Complaints and Misunderstandings

Investigating customer complaints can be very difficult. It is commonplace for both the customer and member of staff to have a completely different recollection of the same phone call.

Using ITCs Call Recording + would result in a swift resolution as the facts of the case can be quickly identified by reviewing the call. The call is stored in an electronic file so could be emailed to all concerned.

Mis-selling claims

A miss-selling accusation directed at a member of staff can be very serious. It often causes a lot of distress to the individual concerned, and can potentially disrupt and de-motivate an entire sales organisation. It is difficult to prove either way categorically and must be investigated carefully.

ITCs Call Recording + would allow you to analyse the conversations between the customer and sales person enabling you to clearly determine whether the situation arose from a genuine misunderstanding or whether the customer was deliberately misled.

You are the Training Manager »