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27 May

For some businesses and organisations call recording is required for legal and professional reasons. For others it’s something they choose to do as it benefits them.

Either way, with Callagenix it’s easy to set up your phone system to automatically record all calls, either inbound or outbound.

Of course, if you need to record your calls then you also need to be able to store them securely and access them if and when required. We make it easy for you to do that, and we can store your recordings for as long as required. You can also use our system to download all recordings and call data files to your own servers via FTP if you prefer.

Using our MARR service (MARR stands for Message Archive Recording & Retrieval), you can quickly find individual call recordings if you need to. Data on each recording is stored in a file, which includes information like call duration, numbers called, etc. All recordings are also time and date stamped.

You can store your recordings with Callagenix for as long as you need to. Our charges are based on the amount of data you’re storing and we bill you monthly for the space you are using. You can set the length of time you’d like to store your recordings for, with one month being the minimum period.

At the end of your storage period all recordings are automatically deleted. Of course, you can increase or decrease the time period as required. However, please note, if you decrease the time period, all recordings older than the new limit at the time will be automatically deleted and cannot be retrieved later.

It’s also worth noting here that our call recording solutions are add-on services that can only be used with existing Callagenix services, such as the Virtual Switchboard or Group Divert service, for example. You can read more about the services it can be used with here.

Why record your calls?

So, what are the benefits of recording your calls in the first place?

Well, firstly it’s not always a matter of choice. Sometimes organisations are required to record and store all their calls for a specified time. If this applies to your organisation then our call recording solutions are the ideal fit. All your calls will be automatically recorded and stored for as long as you need in accordance with all legal requirements.

Another common reason for recording calls is for training purposes. Ongoing training and support can be provided to front line staff who spend the day talking with customers. Managers can check to see they are sticking to the scripts provided, and also provide guidance and extra training to help employees improve their results. It’s a great way to get accurate, personalised feedback and training.

Another advantage of recording calls is that it’s easy to find and refer back to calls should there ever be a dispute with customers about what was said. Without a recording it’s one person’s word against another and there’s no way to know for sure what was agreed. With the recording a quick listen back will irrefutably prove what was said one way or another. It’s a good way to protect both parties and ensure the relationship is open and built on trust.

Another way that call recording can prove useful is to monitor what prospects and customers are asking when they call you. By paying attention to their questions and concerns smart organisations can address them in their marketing materials or in an FAQ page online, thus reducing the volume of calls and giving people the information they need to make a decision during the sales process. This could prove a valuable way to increase sales. It could even lead to new ideas for products or services.

To find out more about our call recording solutions it’s best to contact us so we can discuss your requirements and advise on the best options for you.


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