Call recordings can be used for many different purposes: resolving customer disputes, complying with regulations, increasing security, improving processes, or enhancing employee productivity. Employee training and coaching can also be enhanced by providing the voice of the customer during feedback sessions. Skills like empathy and listening can be included in customer service training sessions, until [...]
University Physicians covers the clinical needs of the University of Mississippi Medical Center. Several call centers are employed to facilitate calls from physicians, patients, and nurses, coordinating schedules, referrals, and medical consultations. Calls are recorded for liability purposes, documenting consultations and insuring that patients receive proper information on topics ranging from billing information to appointment [...]
Law firms conduct a high percentage of business over the telephone, and are increasingly under pressure to document interactions in order to fulfill client demands and to reduce legal liability. CallRex Call Recording software helps law firms verify oral arguments and stipulations, document verbal requests and authorizations, and resolve verbal and billing disputes. Learn more [...]
Companies record their calls for many different reasons: for dispute resolution, regulatory compliance, to limit legal liability, and even increase security. In addition to these key objectives, call recordings can be used to improve employee productivity and increase customer satisfaction. Rather than simply recording and archiving calls, companies have the opportunity to leverage the call [...]
Recording telephone interactions can bring accountability across the organization — and to the customer. U.S. Oil, Inc. initially implemented call recording technology for call center agent training. When handling more than 4,000 customer telephone calls a day, there are bound to be times when a Customer Service Center associate makes a mistake in taking an [...]
Contact centers utilize call recordings for many different reasons including achieving regulatory compliance, ensuring high quality customer service, enhancing employee training and productivity, and resolving customer disputes. Dispute resolution and legal liability issues can stretch beyond the contact center as well. One Telrex customer, Evergreen Professional Recoveries, immediately benefited from call recording technologies in their [...]
United Supply Company utilizes ShoreTel IP telephone systems at seven separate sites throughout the eastern portion of the United States. Prior to implementing CallRex call recording software, the company was using long play tape recorders. Searching for calls to settle disputes took up to a half a day for United Supply. “With the CallRex call [...]
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