Call Recording
Call Recording

Call Recording

MyCalls Call Recorder is a simple, secure call recording suite with advanced call analytics.

 

 

Call recording is essential for any organisation. It provides undisputable facts about every call that can be used to resolve disputes quickly and effectively, to improve customer service, to review and refine call handling performance or simply because it is a legal requirement.



MyCalls Call Recorder

Secure


Recording rules and secure encryption satisfy current rules on safe storage of customer information, including PCI DSS standards. Access authority levels can be set to suit organisational needs, backed by a comprehensive audit trail that logs all access to recordings. Normally, all calls are recorded, although recording rules enable specific extensions to be excluded, for example, a director’s telephone.



Key benefits

  • Improve your sales
    • Ideal for evaluating and monitoring your team’s performance on the telephone
    • Enhance your teams’ customer service techniques
    • Generate measurable increases in sales with a better customer experience

  • Improve your customer service levels
    • An ideal training tool enabling the sharing of selling techniques
    • Learn from the best and worst examples
    • Achieve continuous improvements with regular coaching sessions

  • Instant evidence, legality & proof
    • Recordings are saved as encrypted, tamper-proof files
    • Restricted access / user rights for designated staff only
    • Easily exportable data; important sections of calls can be selected and shared via email

  • Compliancy & credit card payments
    • Enables companies to be compliant if regulated by the FCA/FSA or Tesco Law
    • Enables companies that process card payments over the phone to be compliant with PCI regulations
    • PCI options can be either automated or manual for stop/start of recording

  • Painless dispute resolution
    • Instant access to recording with rapid call identification
    • Easy replay of call for quicker resolutions
    • Provides undeniable proof of who said what

  • Reduce faults & errors
    • Order clarificationcan be quickly checked and managed
    • Reduce unnecessary re-delivery costs, refunds, etc
    • Reduce wasted time and money

  • More than just a call recorder…
    • Includes integrated call management
    • Improve business performance across the board
    • Live statistics for easier team management


Advanced Playback


Call playback controls follow a familiar format with play, pause and fast forward/rewind. However, for detailed analysis the player has some special features including playback speed control; looping; stereo waveforms; call markers and mark-up notes.



Quick Search & Export


Recorded calls are quick and easy to locate, using different criteria, for example telephone number, extension, date, etc. Notes can also be added to the call details and searches made using specific key words. All calls that match the search criteria are presented in a dedicated playback list. Recordings can be exported singly or in bulk as WMA or WAV files.

Sound clips can also be extracted and exported from long or confidential calls. Encrypted calls are saved to the database automatically and are easily archived to disc or other storage devices.

 

 

0800 840 4181


Eastwood Link Office Park , 4 Farrington Way, Eastwood, Nottingham, NG16 3BF