Call recording is essential in some companies to comply with international data protection regulations and to achieve full ethical and regulatory compliance. The purpose of many companies is to store consents and call records of great legal and ethical importance in a secure and scalable environment for a certain period. Technological solutions such as Recordia allow you to perform these call recordings in a safe and responsible way, complying with international data protection regulations. However, Recordia Call Recording goes beyond that.
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What is Recordia Call Recording?
Recordia is a high-tech cloud solution that allows you to record conversations in a digital audio file format, allowing you to store, playback, share and exploit those call recordings.
Recordia not only records phone conversations, but also captures all omnichannel interactions across the company, whether they are calls, SMS, emails, faxes, video calls via MS Teams or 1-to-1 meetings.
With Recordia, call recording is simple, by deploying it on your own PBX infrastructure, such as Oracle, Cisco, Alcatel, Avaya, Asterisk, BroadSoft or Unify, easily and quickly or through its RTS. The Recordia Telephony System (RTS) is Recordia cloud PBX system, and thanks to it that you can make and receive calls on any mobile device, IP phone or softphone client, allowing you to consult all conversations made through cell phones in a safe environment and without complex or sophisticated integrations.
What are the benefits of Recordia Call Recording?
Quality Assurance
Thanks to call recording, a Quality Manager can listen to interactions between their employees and customers in order to identify key areas where employees need improvement. This will help create plans for agents that include communication or product training to improve their customer service skills. On the other hand, call recording is beneficial in detecting areas of processes that are not working or have inefficiencies, as well as possible product improvements to better suit the needs of customers.
Facilitate and centralize day-to-day work
Recordia Call Recording software captures, encrypts and archives all calls and other interactions such as emails, SMS, faxes, video conferences, face-to-face, among others. All interactions with a customer can be accessed to accurately analyze details about an order or contact, for example, or to comply with personal data protection regulations such as GDPR, all from a single platform.
Customer satisfaction
The way a company’s employees interact with customers is very important. Customer service agents must communicate clearly, maintain a structure to the conversation and, above all, provide answers to the customer’s possible doubts and queries. Recordia Call Recording helps companies to review customer service processes and to aggregate key information such as comments, concerns and complaints from their customers within millions of calls, emails, chats and other interactions. Call recording with Recordia will allow you to discover what works and what makes your customers complain and leave, helping you make data-driven decisions to innovate and rebuild the entire Customer Journey.
Customized training and coaching
The data and information collected and obtained through recorded calls can be used to provide training to employees. This is especially useful for calls centers where the importance of providing quality customer service is crucial to maintain high customer satisfaction rates. As we say, Recordia Call Recording is essential for call centers agents, who need personalized training and coaching, empowering them with real scripts and quality content to effectively address customer demands and inquiries.
In addition, these Recordia Call Recording are useful to streamline on-boarding processes, reducing the learning curve of new employees through real calls to identify best practices and know how to solve problems that may arise in their interactions, achieving a more efficient training of new employees, as well as an improvement in the retention rate of your team of agents or sales representatives.
Security and legal compliance
International data protection and financial transparency regulations require all companies to comply in their business practices. Banks, insurance companies and other financial companies, among others, are constantly monitored and regulated by government and private entities. Recordia Call Recording helps to maintain compliance with all these regulatory groups and to avoid being prosecuted or penalized.
Recordia helps each of the specific verticals to store the legally and ethically important consent recordings and to access them with the possibility of being provided later as evidence, complying with international data protection regulations and ensuring an ethical and responsible use of them.
If you want more information about Recordia Call Recording, you can find it here.
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