Tag: Recording


If your business is looking to improve the caller experience then call recording software should be your first port of call; without a recording system in place how can you be entirely sure that your staff are managing their expectations?

For businesses who keep customers at the heart of their business, call recording is a necessity not a luxury. BT, Virgin Media, HMRC and most of the health care sector are all beginning to increase their call handling abilities, recognizing this need during economic downturn to care for, and keep the customer.

Call centers have often bared the brunt of bad press and angry customers but by implementing the right solutions we can turn this around. In the age of real time messaging and social media, no company can afford to frustrate their customers.

What is Call recording?

Call recording solutions come in many different forms to suit all the different call center technologies on the market. You can expect to find hardware, software, hosted and VoIP recording to ensure that all businesses are catered for regardless of their current communications strategies.

You can select from inbound or outbound recording or both depending on the nature of your business. As soon as a call is made to or from your organization the hardware or software is activated, you are then able to listen to your recordings via a simple web interface.

Call Center Standards

Did you know that there are many standards call centers are expected to abide by – although not compulsory? Some of these are listed below.

• SLA for speed of answer is 80% of calls to be answered within 20 seconds, 90% of calls to be answered in 10 seconds
• Average handle time of the call is typically between 4.5 and 6 minutes
• The typical call center SLA for answered calls is 95% or more of all offered calls
• Some agents are allowed 10 seconds wrap time before becoming available again as a breathing space between calls

Call recording can make sure that you are maintaining a satisfactory level of customer responsiveness and satisfaction in line with the SLAs above.

Benefits of Call Recording

There are many benefits of call recording, each to cater to any type of business. You may realise your organization could benefit greatly from one, or all, dependent upon your needs and the nature of your business.

Train and monitor staff. Focussing on staff performance will increase customer satisfaction and allow your agents to improve and excel in their role. By listening to calls you are able to see where staff are falling short or misguiding customers, allowing you to quickly nip this in the bud.

Improve customer satisfaction. By making sure your staff are well trained and attentive to customers you are able to benefit from improved levels of customer service and satisfaction, which is the gateway to increasing revenue and profit.

Implement quality processes and stricter controls. Implement strategies and procedures that you are able to assess, such as effective complaints handling.

Identify areas for improvement. Can offer invaluable reporting and statistics to enable you to identify areas where processes can be slicker or where more technology may need to be implemented. For example, are your customers ringing into the wrong department and having to be transferred elsewhere? This would signify a problem with your IVR or a need for IVR services.

Bring a bit of fun to your business. Can bring employees together when seen in a positive light – create fun tactics for feedback meetings instead of having agents fear their reviews. By implementing fun weekly programs, coffee mornings or making scoring games during playback can raise morale and increase staff confidence. Don't forget to praise agents when they have executed a great call – a recording system isn't just an excuse for criticism.

Helps protect the reputation of your business. Call recordings are much more reliable than written notes; they are an irrefutable form of evidence. Should you find yourself amidst customer or legal disputes you can quickly put these to rest.

Hosted Call Recording

A hosted call recording solution works in the same way as any …


Suppose you know a little about working out and partake in the odd training session. But what if you recently felt a compelling urge to get serious about your physical exercise program and really "shape up". How would take it to the next level?

Well, since we are talking about Health-Related Fitness, we need to bear in mind that it is a physical condition which consists of 5 integral components, relating to "good health." These include:

  • Cardiovascular Fitness
  • Body Composition
  • Muscular Strength
  • Muscular Endurance
  • Flexibility

A glimpse at these components will easily tell you that you will need to devise or obtain a workout program which mainly allows for aerobic and anaerobic exercise. Simply put, that means training to enhance the capacity of your heart-lung function and the major muscles of the body. Training would also extend to adequately address biomechanical functions in terms of improving overall mobility of the joints and the tone of connective tissue. Finally, body composition is an important indicator and predictor of health and / or the risk of illness – depending on whether you lead an active or a sedentary lifestyle. Through the requisite workout routines and nutrition plan, one's body composition will reflect a desirable ratio.

In short, it is desirable to augment lean body mass by optimizing muscle condition while lowering the level of body fat via a proper nutrition plan and aerobic exercise.

Now that we have a framework idea of ​​what is entailed to enhance our physical condition and improve our health, we could jump right in and start working out, right? In a manner of speaking yes, but having made the commitment to get "stuck in" and transform our bodies, does not automatically mean we are going to reach our objective. We need a game plan.

Let us consider for a moment how one would successfully voyage through unchartered waters. The answer is relatively simple, but there is a catch: only once you have chosen a destination and a time-frame, do you take out a map, plan your route, prepare your journey and set off. That metaphor applies similarly when it comes to transforming your body, so take heed of the following important points:

  • Know what your goal or objective is

(in this case visualizing your changed body in three months' time – if that is your intended program window). Without direction, merely training and presuming you will somehow succeed along the way will give the same results as I once had – precious little.

  • Carefully read through the training and nutrition principles of your chosen program
  • and familiarize yourself with the required fitness activities for the applicable duration. As I often reiterate, especially to individuals under my guidance, it is most useful to broaden your knowledge and understanding of the many topics associated with the health and physical fitness industry, by reading as widely as possible.

  • Decide whether you will train in your own home or in a fitness center
  • , as this will influence your weight workout techniques (related to muscular strength and endurance training). The aerobic exercise on the other hand, can be done in a gym or on the road, track or sports field. If you decide to do the weight-training at home, you will need to invest in some basic equipment like a set of adjustable dumbbells, a barbell, as well as a bench, etc. I would however recommend, if you are a beginner, to consider utilizing a fitness center (or gym) at first. That way you can eventually set up a home gym understanding more clearly the minimum apparatus requirements for effective training, along with the space required for this option.

  • The preparation part of the journey entails one small daily procedure. You may think of this as a drag or a banality – do not make that mistake. It is of utmost importance to plan your meals and workout routines ahead of time. A simple 10-minute procedure the day before is all it takes. You may eventually find, after completing your program, that you can make it up as you go along. While you could do this to an extent with your meals, it is far more difficult to ad-hoc the
  • Back to top