Call Recording

Call recording is ideal for businesses that need to record and play back calls whether it is to help keep them compliant or simply for training and quality control purposes.

Call Recording is ideal if:

• You want instant access to call recordings direct from your web browser
• You work across multiple sites or have home workers
• You need to handle simultaneously recorded calls
• You need to meet compliance and quality control standards set by the FSA

• End user management – select any combination of numbers and their call recordings and assign them to their own named groups to create sub accounts relating to internal departments or end user customers. Those internal departments or end user customers will then have the ability to log on and access the call recordings relating to only those numbers that you have selected.
• Branding – you can re-brand the call recording website with your own logos and colours.
• Self provision – you can log on to the website and provision call recording on NTS numbers in real time.

• No Customer Premises Equipment (CPE) required – the call recording functionality is built into the Kcom network so as long as your customers have NTS or Direct Connect services with us they can take advantage of call recording.
• No capital expenditure necessary – pricing for call recording is based on a set up fee along with a pence per minute charge.
• Compliance – some industry regulators such as the FSA recommend call recording as an operational business requirement.
• Legal – call recoding can increase the ability to offer legal protection of both the company and the caller.
• Dispute-resolution – call recordings can lead to a speedy resolution to issues and disputes that arise due to poor or misleading communication.
• Improved customer service – listening to the efficiency of employees during telephone conversations can vastly improve your staff training programmes, which in turn leads to greater customer satisfaction.
• Improved security – call recording enhances awareness of what is said (both internally by staff and externally by the caller), providing a robust audit trail if needed and admissible court evidence.