Compliance/Dispute Resolution
Recording Voice Transactions for Your Protection
When making a telephone call to a company more and more often the first thing you are greeted with is a statement informing you “this call may be recorded”. You hear this whether you call customer service centers, government agencies, financial institutions, and health care providers among others. Did you ever wonder why telephone calls are being recorded? Generally there are 2 common reasons for recording calls. Dispute Resolution and Compliance Recording.
Dispute Resolution
Knowing who said what, when and how, often can be the key to retaining customers as well as valuable employees. Having a tool that provides the ability to quickly to ascertain the details of a dispute or a complaint will lead to positive outcomes. Listening to a recording of a call will provide the proof required to reconcile the dispute. Additionally, analyzing a recording will let you determine why an issue may have escalated and what could be done to better address it in the future to promote a better customer experience.
Compliance Recording
Regulatory Compliance Recording allows a company to meet and maintain regulations such as PCI, HIPAA, Sarbanes-Oxley, MIPAA, TSR to name a few. It provides a method to securely record and store audio data and to set up rules for archiving. A comprehensive audit trail keeps track of who interacted with the audio and allows reporting on all interacted with the audio and allows reporting on all interactions. User profiles and passwords restrict access to only authorized personnel.
Internal Business Compliance Recording assures a company that their internal procedures are being met. By using a Quality Management application, calls can be randomly selected and evaluated using a customizable form to determine which agents are doing a good job of following company procedures and which agents might need further training. By analyzing the reports generated by the Quality Management Application, a company can identify trends that can be helpful in refining company procedures moving forward.
We can provide you with real world examples of how we have provided organizations of all sizes solutions to these and other recording needs. Dictronics has the experience to provide recording solutions which will fully integrate with your telecommunications systems to protect your company.