Call recording
“This conversation may be recorded for quality assurance purposes.”
Anyone who has ever called a service number will have heard this announcement. If you did, there is a good chance that the number you dialed is hosted by Call Factory.
You too can use Call recording for your telephone numbers. WIth it, you can record all phone conversations for a particular number, either your own or those of your call centre agents. Call Factory stores all recordings securely in the cloud. You access your recordings for playback or download via our online control panel.
Benefits of using Call recording
Recording your telephone conversations provides you with a backup and evidence of the call, but it also is a unique tool with which to improve the quality of your customer service.
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Close more deals
When closing a deal with a customer, the audio recording can serve as confirmation of the transaction. Saving both you and your customer time.
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Verify service quality
The recording will tell you whether your agents are following protocol and investigate any possible service quality issue.
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Train your staff
Nothing is as effective for training sessions and job performance evaluations as actual, real-life examples.
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Never lose important recordings
You can mark important conversations with a star or download them to your own computer. -
Online playback
No need to download recordings just to listen to them! Playback recordings within the browser. You can immediately see which conversations you have already listened to.
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Sort and filter recordings
Our online control panel lets you sort recordings by date or by number and listen to the conversations, all from within any browser.
Versatile
Using Call recording means that you can:
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monitor call quality, and improve performance and customer care
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use actual calls to train staff on call handling and customer interaction
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protect staff from potential abuse
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preempt disputes and misunderstandings
Activate call recording today
Convinced of the benefits of Call recording? This feature can be enabled for any telephonenumber via our online control panel.
Not a customer yet? Our Freephone and Premium rate number subscriptions come with a complete package of extra features. For more information, simply contact us.
Use cases
Our call recording features are so versatile that almost every organisation has a use for this functionality.
Teamleaders at callcentres use call recordings in performance appraisals.
Team members can log their calls more accurately after the call finishes and play back parts of the recorded calls as needed.
Call recording is also used as proof of transaction and to verify that security procedures are adhered to.
