Treating Customers Fairly: As the FSA piles more pressure on organisations to demonstrate a commitment to embedding TCF into their businesses, time is fast running out to have working information gathering systems in place. Liquid Recording has been specifically designed in conjunction with industry leading expertise to address the issues surrounding treating customers fairly.
Audit obligation: In these heavily regulated industries, auditing is not just a necessary function for accumulating business intelligence – it is a legal obligation. But how do you audit the most innocuous of corporate communications – one-to-one phone calls?
No matter how distinguished your company name, how emblematic your logo – when somebody needs a professional or financial service, the single biggest factor governing their choice is trust. As any solicitor, accountant or insurance broker will tell you, the greatest source of new clients is referral – which is essentially a transmission of trust. People ask for trustworthy recommendations from others they respect as a means of distinguishing between competitors they otherwise know nothing about.
The Yellow Pages offers people a wealth of competing firms to choose from in the professional and financial services industries, but how often do you think a prospective customer with no experience will choose to do business with the first Company they speak to? And even if they do, what’s going to give them the feeling that they’re telling their intimate personal circumstances to the right one?
Should they wish to seek it, consumers today have unprecedented levels of access to limitless information about your company, some of which is within your control and a great deal of which is not. This creates an acutely competitive landscape. Preserving your brand values here means more than just marketing; it means providing a service that customers can truly appreciate – that they can truly trust – often at some of the most stressful times in their lives and Liquid Recording can give them the security and peace of mind they need.
Benefits of call recording to your business
In the truest sense of the word, this is an ideal solution whether dealing with service or project focussed departments…
• Protection
All telephone transactions can now be recorded, archived and retrieved at the touch of a button, minimising costly disputes and ‘verbal’ misunderstandings
• Transparency of Operation
Validate the coherence of your organisation to your clients by demonstrating a transparent and value for money service
• Legal / Contractual Compliance
With e-disclosure becoming increasingly important, call recording is the next pro-active step towards legal protection of both the organisation and the caller
• Conversation Clarity and Playback Manipulation
Background noise can be eliminated, thus eradicating any misunderstandings
• Peace of Mind
By documenting verbal requests and transactions
• Improved Security
Both internally and externally, with call recording enhancing awareness of what is said and to whom, providing a robust audit trail if needed, and admissible court evidence
• Improved Customer Service
By evaluating and improving each call, monitoring the effectiveness and productivity of each conversation, thus delivering better customer satisfaction
• Improved Staff Retention
Users are protected, empowered and motivated, leading to increased productivity adn less sick days/ attrition/ stress related illness.
• Inter-departmental Communication
Calls can be emailed to colleagues or associates
• Instant minutes
Conference calls can be recorded for project/supplier review purposes
Key Liquid Recording features
• Scalability
Specifically designed for all sizes of user, from 10 to 100,000s of telephone conversations per day
• Affordability
Liquid Recording’s highly competitive pricing proves that an effective call-recording solution does not need to cost a fortune
• Ease of Installation & Maintenance
Simple, intuitive windows based system removes the need for training and expensive support
• Ease of Retrieval
Calls can be searched instantly using time, date, caller details, user details and key words.
• Conversation Clarity and Playback Manipulation
Background noise can be eliminated, thus eradicating any misunderstandings
• Multi-site Application
Scaleable from small single site teams to large national organisations
• Low-cost Secure Storage
Calls can be stored securely and cheaply to the call-recording device itself or to a network destination of your choice
• Off-The-Record Conversations
Users can be given the option to cancel recording midway through a call by entering a special code on their handset
• Personalised Recording Parameters
You will choose which calls you want and do not want to record, providing a tailored system for your organisation
Technical information
• Each recorder can handle up to;
- 512 simultaneous calls for VoIP recording
- 512 concurrent ISDN calls
- 512 calls for analogue or digital handset recording
• Multiple servers can be used to provide full redundancy and unlimited capacity
• Comprehensive audio compression options
• Fully web-based for easy role-out and remote access
• Open architecture facilitates easy integration
