How to ensure total 100% call recording assurance for call center businesses?

Most of the contact centers are depended on the metrics and gathered data to improve customer services and shape excellent customer experience strategy. Hence, recording of calls make sense. And on the other hand, Communication/ interaction auditing helps businesses to provide sales training, legal support, quality control, capture missed or forgotten details, performance reviews and much more. According to a report of "Oak Innovate", around 70% of the businesses believe that phone conversation auditing is essential for legal or compliance reasons.

As per the regulatory guidelines for multi processes & sub-processes contact centers, total 100% call recording is mandatory for all the contact centers running in the country. It helps BPO businesses to comply with strict regulations, pass legal controls, resolve disputes with customers, protect national security, internal sales training and customer quality assurance.

But what if they fail to record 100% of the calls?

In this tech-savvy world, most of the time it happens when 3-4% of calls fail to audit due to technical failures or errors. And, this failure turns into an unnecessary penalty and business threat to the company. Hence, call recording monitoring has become very essential for a businesses to reduce financial and business risks.

Therefore, it very important to develop a strategy for the best customer satisfaction. This goal can be achieved by conversation recording failure notification so that business do not miss anything because there are chances that out of every 100 calls, 4-5 calls can fail to witness. To keep the track of every information about your customer, sound recording is essential and therefore, call recording monitoring is also important so that you do not miss anything.

The failure can turn out to be a not needed dispute between the company and a customer. Many different renowned companies have been using this platform to get auditing failure alerts and notifications. It is a call recording assurance platform which assures you and to detect every single call recording failure.

To reduce business threat, increase productivity and improve efficiency, companies can try RecordingEye. RecordingEye, a call recording assurance and compliance platform sends digital alerts & notification to IT and businesses via SMS, Email, Dashboard and Dial-out etc.

It is a call recording monitoring platform which provides recording failure alert and notification so that by any chance you do not miss to record any specific call. It provides round the clock services to detect failures, extract non-recorded conversations and perform call recorder health check-up.

RecordingEye, a contact center recording assurance monitors ACD or non-ACD call recording and its administrative failures and notified to IT and businesses via SMS, Email, Dashboard and dial-out etc. It validates data and existence of media files for each and every call which are answered by ACD (Automatic call distribution).

In fact, most of the top renowned contact centers or businesses like Tech Mahindra, Wipro, Aegis, Aditya Birla Minacs, Ernst & Young (EY), Avaya, HGS, Videocon and Vodafone etc. have already been using RecordingEye, a call recording assurance platform to detect recording failures, get recording failure notification and reduce business threats. It enables companies to record high-quality audio, check recorder health status and notify in case of any ambiguity.

By writing this article, I am helping contact center businesses to increase profit, enhance productivity and decreases business down-time risks. To know more, visit http://www.simcomm.com/