Businesses are always striving for cost effective ways to better understand the needs of their customers. The more information you can gather on your customers the better informed you can be when making decisions on say, improving service levels and introducing new products and services.
Whilst is it crucial to observe your customer facing staff it is practically impossible to note every minute detail of customer calls and catch every nuance of a conversation and this is where call recording is in its element.
Every customer call provides you with an opportunity to grow your business. Using a call recording feature allows businesses to better understand their customers’ needs. It helps in monitoring quality of service offered by staff and also aids when a customer files a complaint as by listening to calls, you can identify where things went wrong. By continually observing calls, you can teach better customer service practices with your employees and increase customer satisfaction.
Increasingly today, businesses of all size must be aware of compliance issues applicable in both the geographic markets in which they operate and the specific sectors they are active.
For those organisations that are selling and/or processing customer orders via the telephone compliance with the Payment Card Industry Data Security Standard (PCI DSS), an information security standard for organisations that handle branded credit cards from the major card issuers is essential.
There are complexities that arise for both the agent handling a call in which payment details are taken and the organisation recording the call. In order to ensure that restricted information is not held within a call recording, the Inclarity Dubber Call Recording solution provides telephony users with all the tools necessary to achieve full PCI compliance.
However, with the ever-changing landscape of PCI DSS, new requirements are constantly emerging, Inclarity Dubber will ensure the up to date tools required for PCI DSS are delivered to our users through on-going development and feature enhancements delivered via the cloud in a Software as a Service deployment model.