With an increase in the number of daily transactions and interactions companies have to perform, record keeping has become an indispensable part of doing business. Also, all the parties involved experience the burden of proof. Today, a handshake or a good word is no longer enough to move a business deal forward as people want more. Due to this change in culture, businesses have realized the need for documentation. Call recording is one of the clearest and simplest forms of documentation.

 

Teleformix’s (News - Alert) white paper “Benefits and Advantages of Recording and Archiving Calls” explains how the ECHO™ digital recording solution brings a whole host of advantages, including dispute resolution, liability management, evaluation support, and more.

 

According to Teleformix, it is important to record calls because every individual and corporation has different uses for call recordings. In its white paper, the company cited the example of call centers, where clients or government regulations often require recording.

 

While some call centers use recordings only for quality assurance, others use recordings in weekly or monthly client briefings. Also, in some call center, call recordings assist in resolving contention. Complete with quality monitoring and CRM, ECHO’s synchronized voice and screen recordings take the benefit of recording beyond the call center.

 

Direct marketers need recorded calls to verify a sale was agreed to and to provide a record of the terms of said sale. ECHO also enable marketing professionals to listen to the inception meeting on a project while viewing the storyboard weeks later. ECHO On Demand can selectively record only those calls that might be useful later. Therefore this solution enables companies to create a knowledgebase by design, and add to it in the middle of a phone call.

 

Teleformix’s ECHO solution is also useful for the financial industry since any call that involves the use or movement of money has the potential to be disputed later. High-end brokerages can use this solution and stop relying on clients’ memories regarding whether transactions were or were not requested. For example, it often is very useful to have a record of inquiries coming into a local branch regarding certificate of deposit rates posted at the window.

 

With ECHO, advertising and posting decisions for other local branches can be much more well-informed. Also, the executives can evaluate initial calls to lending assistants, which can both improve customer service and determine what the average prospective homeowner is looking for in a mortgage. By using, Teleformix’s ECHO, people can record calls to different departments (and even extension by extension) under different plans.

 

 

For the insurance industry, ECHO helps calls in the claim department to be recorded. These calls can be analyzed later for proof of contact and/or proof of compliance. Because ECHO’s Web Services provide a truly Service-Oriented Architecture, it allows

information to be retrieved and integrated with any Web Sservices-enabled platform.

 

Teleformix pointed out that laws in most parts of the U.S. dictate that emergency calls (911) must be recorded for liability reasons and as a matter of public record. A large number of major metropolitan areas have or are developing “311” (non-emergency help) call centers to aid in times of severe weather, power outages, potential dangers to the public, and so on. These centers need to implement recording solutions, and thanks to ECHO digital recording solution, they can select individual calls, encrypt them with a client-secured password, and email them to any recipient for proof of a given call.

 

Finally, ECHO is very useful in the health care industry. Recording in all health care arenas has become virtually a requirement because of HIPAA regulations and the strict concern regarding PHI. Every agency should now be able to prove they are safeguarding patient information to the fullest extent of their capability. With ECHO they are able to do all this successfully.