Why your business should record calls
Quality Assurance
Recording calls ensures best practices and training
Evidence of Transactions
Important proof for phone-based transactions
Compliance
Record threats and abusive calls
Recording calls ensures best practices and training
Important proof for phone-based transactions
Record threats and abusive calls
Get Direct Productivity Insights
What does not get measured, does not improve. With the ability to access, replay, grade and supervise calls, managers have a direct line of sight into what’s happening on the floor, and monitor employees’ interactions with consumers. Effortlessly know what’s going right, and use it to fix what’s going wrong!
Grade, Evaluate, and Analyze Recordings>
Exercise superior quality control by the ability to sample calls, and grading and analyzing them. With SonicView, you can examine conversations made by your agents and implement an accessible Quality Control program. Our recording software also equips you to grade individual calls, which further helps in providing training and assessment to your agents.
Maintain PCI Compliance
Maintain PCI compliance with the ability to stop recording during an exchange of sensitive information, erase part of the recording which contain sensitive information, or mark certain recordings as sensitive and render them “unqueriable”.
Enhance Customer Experience
Easily extract and email conversation snippets, providing an easy way to use real-life scenarios and conversations during sales training and staff meetings. Don’t wait for customer complaints to come in - pre-emptively address difficult situations and disgruntled customers by monitoring and listening to your employees’ conversations.
Make every agent your best one!
Easily mark successful calls and ineffective calls and export them to be used in group meetings to help train and pinpoint strengths and weaknesses. Employees can also listen to their own recordings and learn self-improvements by analyzing their successful key points in a conversation and also their weaknesses.
Record transactions involving order processing, customer authorization for use of credit card, shipping dates and products ordered.
SonicView provides proof of calls for dispute resolution and testimonial recordings, such as client/witness depositions for better and more efficient resolution.
Health Insurance Portability and Accountability Act (HIPPA); patient/doctor interactions; proof of scheduling calls with registered providers.
Regulatory compliance for brokers; note authorizations to safeguard non-public information; verification and proof of monetary transactions.
Training of agents using real-world situations; scoring, grading and call comparison to analyze agent performance.
Threats and abusive calls can be recorded for immediate review and decision-making for response personnel
Log proof-of-order and pricing quotes over the phone.
