Voice capturing isn’t a new concept. Financial institutions implement telephone call recording policies to document compliance with the Gramm-Leach-Bliley Act (1999) which regulates the collection and distribution of private financial information. Telemarketers use voice capturing technology to defend against alleged violations of the Telemarketing Sales Rule (TSR) and the Do-Not-Call Implementation Act. However, compliance isn’t the only reason to use call recording equipment. Installing a phone recording system for small business offers many benefits from enhancing customer service to dispute resolution.
Small business enterprises drive the economy. Organizations with fewer than fifty employees create approximately 70% of all jobs in the United States. And, competition is fierce within many industries to capture market share. Research shows customer service plays an integral role in attracting and retaining customers. When utilized in conjunction with a rigorous training policy, a phone recording system for small business environments ensures call center operators are consistently efficient, respectful and consumer-focused.
Modern voice documentation solutions do more than just create an audio file. In order to turn a simple recording into usable data to grow a small business, you need the power and functionality of a system that allows management to search files with a variety of attributes for rapid retrievable. The ATIS Advantage MDR enables search by the number called, port name, call duration, date, time, call direction and incoming number.
Instant replay functionality empowers supervisors to protect files from editing to ensure an accurate record is archived and limit access to certain files via channel assignments. Edited files have a unique watermark that identifies masked segments. Along with live monitoring and scheduled recording sessions, these capabilities allow managers to quickly identify which operators need further training and which shifts tend to have longer ring duration times – two factors than can negatively influence customer satisfaction rates.
Improving customer service isn’t the only reason to consider implementing a phone recording system for small business. There are myriad benefits, including improving regulatory compliance, reducing risk exposure, achieving quality assurance goals, and facilitating dispute resolution. Small business owners face unique challenges. When the workforce is small, it is vital to make sure all workers are well-trained and well-equipped to perform their jobs efficiently and effectively. Voice capturing technology supports those goals.
Helping small businesses grow is important to our national economy. At ATIS Digital, we continually strive to bring innovative solutions to our customers that empower them to improve the revenue stream with better customer service, tighter security features and budget-friendly systems designed for the unique communication needs of companies with fewer than fifty employees. Contact an ATIS consultant today to schedule a free demo of the Advantage MDR.
