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If your organization is considering updating your communication software and
hardware, you’ll want to learn how to record telephone conversations properly. Before initiating a telephone call recording policy, it is imperative to verify whether your state has a single-party consent policy or if all parties involved in a conversation must give consent. Implementing a call recording policy as part of your unified communication strategy has many advantages.

Many industries from aviation and medical to retail and transportation rely on voice recording technology to document conversations. Making a digital copy of telephone and radio communications for later review is helpful for training and compliance purposes. However, exploiting the data behind each interaction on your network gives you tighter control over enterprise finances. It also enhances network security and improves customer retention rates. The type of network data logging software you use should complement your internal workflow and organizational needs.

During an emergency, especially a fluid event with expanding involvement, effective communication is vital. The ability to rapidly establish reliable communication between law enforcement agencies, mental health professionals, medical teams and other responders can make the difference in how many lives are saved or lost. VoIP call recording technology plays an increasing role in mobilizing response teams.

Coordinating Crisis Response in the Emergency Command Center

When the first call comes in alerting authorities there is an unfolding incident that may involve multiple casualties, interoperability takes center stage. Events like the Columbine shooting (1999), the campus crisis at Virginia Tech (2007) and more recently, the murder/suicide on the UCLA campus come to mind. Mobilizing resources often involves many types of communication equipment. That may include mobile phones, tablets, laptop computers, two-way radios and hard wired land lines. Many mobile platforms utilize mobile VoIP applications that enable calls via high-speed Wi-Fi connections and mobile data.

VoIP call recording technology ensures incoming calls from mobile devices are digitally available for sharing among agencies via password protected, encrypted .wav files . This is especially helpful for those working behind the scenes who may be participating in the response from remote locations. It helps whether they are working from across town or hundreds of miles away.

Assigning dedicated lines for incident-specific needs when initiating session recording protocol enables command center personnel to monitor live calls in progress or access and replay completed calls. Both processes facilitate efficient inter-agency information sharing.

ATIS VoIP Call Recording: During the Crisis & After the Response

Recording calls over the internet during a crisis with an expanding scope is an essential part of coordinating an effective response. However, VoIP call recording capabilities also play a vital role in performance review after the incident is over. After the Virginia Tech shooting, campus administrators faced harsh criticism for failing to have a preparedness plan in place for such incidents.

Using call transcriptions allows emergency personnel and call center operators to analyze their response. They can identify what they got right and what they need to work on to be prepared for future incidents. In a crisis, every second matters. Recorded calls provide an opportunity to make sure every call serves the community. Moreover, it better equips agencies responsible for protecting the citizens under their care.

ATIS Digital provides a full range of call capturing equipment designed for emergency call centers. Give us a call. You’ll learn how VoIP call recording technology can help improve efficiency and support the agencies you serve. When you call ask your consultant about scheduling a demo on the Phoenix AdvantagePro. We’ll show you how its multi-channel recording capabilities and analytic tools help you fine tune in-house call center training programs.

Reviewing the transcripts of recorded air traffic control conversations gives investigators a better understanding of the sequence of events that preceded an in-flight incident. The review process examines radar segments in conjunction with related ATC voice files. It provides an in-depth view of what key personnel saw, said and did at every stage of a flight from departure gate to destination gate.

Unified Communication and Air Traffic Control Conversations

Transcribed air traffic control and aeronautical radio communications demonstrate the efficacy of emergency response and routine daily operations. State-of-the-art technology, such as MDR 128/512 software, enables supervisors to open and monitor multiple calls in progress. This helps ensure internal and external communication follows the appropriate protocol for every situation.

Let’s underscore the critical role voice, text and image recording devices play in aviation. Just consider these two examples. Two Northwest Airlines pilots overshot their Minneapolis destination by 150 miles and failed to respond to the tower for more than an hour. Transcripts clearly show that tower personnel did not follow FAA instructions. After 9/11, the FAA set policy requiring air traffic control to notify the military anytime communication with in-flight vessels was lost for more than five to ten minutes. After a thorough review of the incident, the FAA said such protracted delays were “unacceptable.” They then promised to work toward strengthening the process for notifying the military sooner.

In that instance, the tower crew never contacted the military about the lengthy communication break in 2009. Another time, two Hungarian fighter jets recently intercepted a British Airways plane in route to Heathrow. The crew failed to notify the tower when they crossed into their nation’s airspace. In both instances, air traffic control conversations and actions played key roles in the way the situations developed.

If supervisors had monitored the tower traffic during that October day in 2009, the military would likely have been notified sooner. Reestablishing contact may have required expending fewer resources as well. The result would be less stress on the operators manning the stations.

Deploying Best-fit Technology for Every Organization

Every airport and aviation call center is unique. Each has its own set of communication challenges. Deploying the right technology with the right training and support is vital to ensure safe air travel. It’s crucial to use a system that can access recording of air traffic control conversations from anywhere, any time. That sort of system empowers supervisors to lead their team during a crisis and initiate training programs that strengthen compliance and efficiency.

Finding a system with multi-channel functionality and advanced features within budget isn’t always easy. ATIS offers advanced air traffic control conversations recording and monitoring technology. Plus, our superior training team understands the nuances of running an aeronautical organization. Contact us today to discuss how we can help you implement a rigorous training program with call capture devices.

All transportation experts agree that air travel is safer than any other mode of transportation when you compare the number of incidents and deaths per traveler on an annual basis to automobile, train, bus and ship accident rates. Overall safety is no excuse for not implementing a disaster preparedness plan. Your plan should cover prevention, response and recovery protocol. Call recording devices are, or should be, an integral component of every aviation industry organization’s preparedness plan.

According to the Federal Aviation Administration (FAA) data, the skies may be friendly, but that doesn’t necessarily mean they are danger-free. In 2015, roughly 65% of polled commercial airline passengers said they weren’t concerned about a pilot errors in flight. However, the number of pilots and other aviation professionals, including air traffic controllers, aviation dispatchers and mechanics, charged with ensuring safety in the air who reported to work substance impaired increased significantly in the same year. The numbers are low compared to those professionals who report to work sober. However, random testing means there are likely pilots who end up in the cockpit under the influence. With this in mind, commercial aviation enterprises must do more to protect themselves and their passengers.

Training and Call Recording Devices

Preparedness means exploring prevention and response policies for every imaginable incident from weather events to hostile workers and terrorism. Call recording devices provide an exceptional training vehicle for mock disaster drills and honing communication skills. They help prevent more aviation professionals from reporting to work under the influence of illegal drugs or alcohol,
Monitoring air traffic communication and recorded audio files may enable supervisors to pick up on signs an impaired pilot made it into the cockpit. Slurred speech is an important indicator of trouble. It could signify high blood alcohol concentration (BAC). Or, it can signal low blood sugar or another medical condition such as stroke which can put the captain and passengers at risk.

It isn’t enough to screen more workers or provide self monitoring devices. Utilizing call recording devices to capture radio traffic and telephone calls provides a valuable safety resource. With it, you can develop response protocol if the unthinkable happens and an impaired pilot or air traffic controller isn’t caught during the screening stage.

Plan for Today, Prepare for Tomorrow

The number of professional pilots and other aviation personnel attempting to report to work drunk or high is very rare. The American Red Cross and other emergency response teams use post-incident brainstorming to identify strengths and weaknesses in the organizations. In the same way, the aviation industry can use call recording to build a robust disaster preparedness plan. The technology supports ongoing professional development, rigorous training programs and risk management throughout the organization.

ATIS technology empowers enterprise leaders to reduce risks. Using state-of-the art voice and data recording solutions for quality control management in call centers and unified communication centers at low-price points reduces your financial investment. Contact an ATIS aviation specialist to discuss solutions for your company today.

The transportation industry is huge, and multi-pronged. It spans services that range from order processing and logistics to collecting tolls by phone for inter- and intrastate infrastructure projects. All said, the transportation industry is a complex ecosystem with unique customer service opportunities and challenges. One of those challenges is leveraging the power of innovative high-tech solutions without compromising client data. It is a mission critical to stay abreast of ever changing laws for recording phone calls.

Laws for Recording Phone Calls Are Complex

“Consent” can be a complicated issue. Call capture technology offers innovative solutions to enhance training. It also helps companies build customer service policies that outshine their competition. However, myriad agencies govern the laws for recording voice, data and digital conversations. They come from many angles that include intra- and interstate commerce regulations and privacy laws. Even the most well intentioned firm can run afoul of some obscure regulation they never imagined would impact their operation. It’s vital to seek legal counsel or consult with an equipment vendor experienced in setting up a fully-compliant call center. Specifically, look for one built around your industry standards and laws for recording phone calls between customers, vendors and employees.

Covering All Your Bases

Most states only require one party to a conversation to be aware that you are recording your calls. However, there are about a dozen states with laws that require you to inform all parties engaged in the conversation about the policy and consent on record. Consent may be simple. It may involve continuing the call after an automated system informs of the policy. Or, it could mean clicking on an “I Agree” button prior to initiating a chat. Finally, you may need to get verbal acknowledgment when a call center employee states the call is, or may be, recorded for clarity and training purposes.

California requires consent from all parties. However, it allows some (with the keyword being some) businesses who collect personal information such as credit cards and social security numbers, to obtain written permission to record future calls related to customer accounts. So many competing agencies weigh in on which calls require advanced notice and which relieve businesses of the burden to gain consent. The issue gets complex quickly. The best practice is to inform all participants about your policy, and to make an archived copy for future reference.

Sharing Your Archived Files & Protecting Your Assets

There are also restrictions about which data you can store and share, as well as minimum security benchmarks. Gaining consent to record won’t cover your transportation organization if you don’t make it clear how you will share and store audio files. Ideally, your company will advise all incoming callers either through an automated IVR system or call center staff trained to answer each call with a script that never varies.

Financial considerations drive the decision to record, or not record telephone call traffic. For one thing, the costs of winning a lawsuit can be almost as burdensome as losing a legal challenge. Also consider IVR’s impact on customer satisfaction and personalized service. In the end, investing in integrated call capturing technology may be the way to go. You’ll find this solution complies with industry standards and the laws for recording phone calls. Finally, you’ll have a cost-effective solution that limits liability and actually improves customer experiences and service if implemented correctly.

ATIS call center technology provides innovative control solutions for the myriad business models in the transportation industry. Call today to arrange a demo.

The call center supporting an organization must reflect foundational core values and principles established in the enterprise mission statement. Both internal and external centers leverage voice logging recorder technology to ensure consistency twenty-four hours a day. It’s this consistency that reinforces customer experience benchmarks and compliance.

Quality Control: Safety vs Brand Building

Retail operations often use call center recording devices as a brand building tool. By monitoring sales presentations, tracking call duration and training to overcome weaknesses, sales managers can often increase conversion rates. Improving profit margins is a laudable goal for e-Commerce sites. However, strengthening safety and response times may be the primary goal for hospitals, EMS dispatchers and campus security teams. Therefore, best-in-class voice logging recorder equipment empowers supervisors and front line personnel to capture telephone and two-way radio conversation, monitor, playback and share encrypted files with need-to-know external agencies.

For example, if an emergency call coming into the contact center is lost, authorized operators may need to listen to the recording to determine if law enforcement or paramedics should be notified. When static or background noise distorts the call quality significantly, sharing the file with a lab that has capabilities to enhance voice tracks may be beneficial. Before sending the audio record to outside agencies, an internal review is necessary. The review serves to protect personal information without compromising the integrity of the original recording. Hence, an easy-to-use system with fast playback and masking capabilities supports this review when seconds count.

Managing Compliance: Scheduling Call Recording

Modern recording applications strengthen compliance in the aviation, public safety and security sectors. Organizations that must monitor calls for compliance reporting, find it beneficial to be able to schedule calls. The ability to route calls to specific personnel or departments ensures the agency has flexibility to cast a broad net or narrow the focus to a certain time of day, types of calls or particular devices. Even if you capture calls using a state-of-the-art voice logging recorder, it helps to be able to monitor live-calls in real time for training purposes.

Finding the Ideal Voice Logging Recorder

An ideal unified communications strategy deploys the right hardware, software and personnel to intercept, and capture, all safety-sensitive conversations. Capturing the call is only the beginning. We live in a data-driven era. Voice recording equipment today goes beyond legacy systems that utilized reel-to-reel tape backups and digital answering machines. VoIP and searchable cloud-based storage solutions provide access to valuable data that can be used to develop training programs, protect your financial assets and keep confidential information secure. Especially relevant, all these capabilities should come in a cost-effective package that doesn’t require a large upfront investment.

ATIS Digital offers voice logging recorder equipment designed to give organizations a low price-point solution capable of handling everyday operations and sudden surges in call volume. Voice recordings eliminate errors associated with eye-witness and personal recollections. We invite you to call 866-871-5390 to speak to a representative today discuss solutions for your organization.

Your revenue streams depends on effective lead generation strategies and strong closing skills. Sales call recording technology empowers your force to become better decision-makers, thoughtful negotiators and confident sales agents. Some managers struggle with delegating responsibility to their team members, assuming that a hands-on, tight-fisted approach is the best way to manage your brand reputation and keep the sales team focused. Having your thumb on the pulse of your organization could be a wise strategy. However, micro-managing your sales team may actually reduce productivity and keep sales agents from achieving their full potential. Think about it. When you don’t trust your employees to make wise-decisions, you spend a large part of your day fielding questions. Therefore your team spends precious time consulting you when they could be talking to prospects and following leads.

Using Sales Call Recording Technology to Boost Staff Confidence & Conversion Rates

You might be used to keeping a tight rein on everything, and everyone, within your organization. Implementing rigorous sales call training protocol enables you to closely monitor communication without stifling your sales agents or frustrating clients. Sales call recording technology lets you keep a close watch on your organization. Furthermore, it includes features that allow you to identify key challenges in the sales funnel and spot both strengths and weaknesses in sales force presentation tactics.

Before you implement a new call recording policy, sit down with your team to explain how this change will affect each member. It is imperative to approach the shift as a positive step toward giving employees the tools and resources necessary to better serve clients. This shift results in higher conversion rates. Ultimately, that means higher commissions for your team and increased profit margins for the company.

ATIS MDR Solutions

Superior training solutions, like ATIS MDR sales call recording systems, support voice, chat, screen and video capture. It works in single- or multi-channel modes. Also, as a training tool, call recording equipment offers myriad benefits for the HR department. Real-time monitoring enables supervisors to make sure agents gather vital contact information efficiently during the first few moments of every customer engagement. Finally, monitors can also quickly differentiate which agents may benefit from advanced training and added flexibility from employees who consistently go off-script or don’t follow call scripting standards.

A well-equipped, well-trained sales force reflects the core values of the organization. Monitoring equipment isn’t a tool to punish or restrain rogue agents. It’s a valuable resource that will give your team the confidence and skills to build your brand and improve conversion rates. Therefore, it’s a win-win-win. As a result, commissions go up, customers are more satisfied and profit margins increase.

Ready to give your team the tools they needs to succeed? Contact ATIS today to discuss the advantages of implementing a sales call recording program for your sales force. Remember to ask why call center technology should be part of every business disaster preparedness and recovery plan.

The ATIS Phoenix 2.0 Phone & Radio Recording platform advances the metric of how well Campus Public Safety departments operate in fast paced environments. The PhoenixPRO software application exponentially improves the way campus dispatchers & end users conduct investigations, lock out, escort, and other critical campus emergency services. Direct results include lowering of man power cost & empowering Command leadership “Insight” with our Advanced Call Data Trends feature at your fingertips.

The PhoenixPRO 2.0 is a “Powerful tool” and its service impact evidenced by Dispatchers, Chief’s, Directors & Emergency Manager’s poignant reviews and high approval ratings from Campus to Campus all over America! “No other company anywhere has developed recording software so Aboriginal & Ground up for campus public safety” than ATIS” says Al Law of ATIS.

So no matter the call type or situational emergency event from Medical Emergencies to Active Shooter drill sets, ATIS is perfecting Campus Safety end of shift results Bar None!

ATIS is driven by one daily Goal: “Understanding your complete requirements and how we can exceed them”! Whether you use Cisco, Avaya, Motorola or any other VoIP or Radio system, ATIS integration & compatibility is designed to meet & exceed all your IT demands for easy installation & fast deployment.

Harness The Power of ATIS Hybrid Campus Phone & Radio Recording By Calling Today!

Saint Augustine’s University Campus Police is headed by Chief Randy Nelson, we are proud to announce has selected ATIS’s PhoenixPro Radio & Phone Recording solution as part of his Public Safety technology improvements buildout of Campus Police services & operations June, 2017.