Call Recording for the Public Sector
Working in any kind of social service is something that is done by capable individuals who relish a personal challenge. They have to – it is often a thankless task – but they do it in the knowledge that they’re contributing to the greater good; solving real problems in the most important areas of people’s lives, sometimes for people who haven’t the ability to help themselves.
Employees of this calibre are like gold-dust and they’ll appreciate all the help you can provide in dealing with the people they speak to.
There are many people on low incomes and benefits who have recurring problems and when they call they can be in any state of distress, intoxication or panic. It is essential that your advisers are efficiently equipped to deal with these people effectively and that they have the knowledge of your support.
Midland Communications offers a Call Recording solution that is purposely designed to meet the needs of public sector organisations, with all the facilities of a corporate call recording application but at an affordable price for those that need it the most. Based on open architecture, the system is easily integrated with practically any telephone system, and it sits on your intranet server so is also accessible wherever the Intranet is – improving both the level of support you provide your team and the level of service to the customer.
The Benefits of Call Recording
- 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 and less sick days/ attrition/ stress related illness.
- Inter-departmental Communication: Calls can be e-mailed to colleagues or associates.
- Instant minutes: Conference calls can be recorded for project/supplier review purposes.
Arrange for our Call Recording consultant to visit you to discuss the best way forward, on 0808 156 7080.
Contact Us
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0808 156 70 80
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web@midlandcomms.co.uk
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0844 788 1001