Services - Call Recording
Call Recording (pdf)

 

NETWORK SOLUTION  

Growing compliance, liability and security issues have resulted in increasing demand for a cost-effective, full time call recording provision over selective, random or ‘on demand’ recording capabilities. As legislative responsibilities become more onerous, telecoms professionals are facing greater pressure to prove their compliance on a real time and historic basis. The need to resolve customer complaints expediently is also an added consideration.  

Syntec Call Record offers a network based call recording facility which meets operational demands and budgetary constraints. Operating a networked recording solution is becoming increasingly popular with call centres looking to keep a tight rein on hardware costs whilst still maintaining a comprehensive call recording provision.  

A cost-effective network solution
Syntec simply records all inbound and outbound calls and calculates charges on a per minute basis. All data is stored on the Syntec network, removing any need to pay for additional archiving capability. Syntec customers benefit by only paying for actual usage, giving a direct correlation between fluctuations in recording levels and monthly charges levied.  

Secure access to audio files
Innovative and cutting edge technology is used to record all calls which are then securely archived. Calls can be listened to remotely as well as in the call centre by simply logging into the network via a secure web connection. Call Record incorporates granular level listening permissions, and ensures that individuals only have access to the audio files relevant to their job function. Each time a voice file is accessed, the activity is centrally logged, ensuring all system use is fully auditable. For businesses recording highly sensitive information such as financial and credit details, a comprehensive encryption service is also available on request. This also allows for permissions to apply even on downloaded or copied files. 

Easy to use
Usability is a key requirement for busy call centre managers, which is why Call Record is designed to be simple to use and update. A drag and drop interface ensures that recordings are easily managed and permissions settings are created and enforced effortlessly. Records can be searched by a range of criteria including time, user/agent, number dialled and number routed to.

Free storage of recordings
Choosing Syntec means that Call Record customers also benefit from free audio archiving of recordings for up to 12 months with additional storage provided if required. Syntec operates a ‘dual archive’ system, which means the risk of audio data loss is eradicated. Recording all calls makes sense. Many businesses have already seen that potential liability issues (within dispute situations) are reduced with easy access to all call data. Additionally, compiling statistics or monitoring customer service levels is also simpler too.