Capture valuable customer interaction.
As an optional add-on for Telepo, call recording is essential for any company that sees value in recording phone based interactions. These recordings can be used for several purposes, however probably the most valuable one is dispute resolution. A dispute about what was said in a phone conversation can have wide reaching implications that waste a huge amount of time and money. Call recording completely eliminates these arguments, and defuses disputes before they can escalate. Call recording is also a powerful evaluation / training tool. Supervisors can review and evaluate an agent’s recordings (advanced recording only) against criteria such as call handling, technical knowledge etc, which gives great insight into where they may need extra training. Call recording is completely automatic, and the easy and intuitive web portal gives users access to search for and playback the relevant recordings. Recordings can also be downloaded or emailed from the portal.