Voice recordings have been of utmost importance for various companies for many years. As more and more customer inquiries are handled over the phone, it is essential that these calls are recorded to ensure consistent quality and training of new employees. Call centers rely on reliable and scalable digital record-keeping solutions to capture all customer transactions and communications.

However, communication channels are increasingly expanding to include email, fax and now also WebRTC, so these also urgently need to be recorded. In certain industries, particularly those where financial transactions are part of the business, this recording is now even required by law. The record becomes a copy of the transaction and therefore becomes an important reference should details need to be verified at a later date.

But digital recording offers much more. Thanks to technological advancements in analytical processing software, the information collected also provides valuable insights into service delivery, as well as metrics for evaluating performance. Manually sorting records is clearly not feasible, but special software can handle this task automatically.

With this functionality, organizations can better optimize their performance. You can record campaigns and gain valuable insights to improve performance even further in the future. Speech analytics enables ‘searchability’, the uncovering of hidden information in conversations that can be used to better understand customer requirements, concerns and needs.

The same tools enable more precise feedback on employee performance to make the service more effective in the future and assess employee motivation based on realistic KPIs. Voice recording has changed – learn more about the next generation of these solutions and how you can add value to your business with 8-Record.

Contact jtel for more information.