Being a business owner can be stressful with all of the different responsibilities there are to tend to on a daily basis. Knowing whether or not your customer calls are being handled in the proper manner can relieve some of that stress and provide your company with a better reputation.

What is Call Recording?
This software can easily be installed on your business phone lines so you can keep track of all calls that come in and go out. Once the installation is done, you can listen in on phone calls to see how well your employees are handling different situations. Most businesses today use these so they can fine tune their customer service and determine which employees need more training.

With this software you will be able to play back, rewind and fast forward through different calls. They can also be saved to specific files of customers so you can keep notes more effectively. Instead of writing notes about what someone said, you can keep the exact recording so there are no questions.

Benefits of Recording Software
The benefits of this software are endless for all types of businesses. These include:
- Customer service
- Training
- Quality assurance
- Accuracy

When it comes to customer service, you will be able to see how well your customers are being treated. This will give you insight to see what is working and what you need to change. Since employees provide customer service based on what they learn during training, you could find that you need to adjust how things are done. With better customer service you will find your customers are a lot more satisfied.

When it comes to actually training employees, call recordings are extremely effective. You can easily play back phone calls to give trainees an idea of how calls should and should not be handled. You could play a previous phone call with bad customer service, a phone call where the customer was angry or a phone call where the manager needed to be contacted. Real life examples are generally a lot more effective when it comes to training. Some software programs will even allow you to listen in on calls so you can have your customer service representatives coached while talking to callers.

With information about quality assurance you can find out what needs to be changed within your company. You can use the phone calls to collect data about products, services, complains and more. From here you can use that data to change things around and make sure your clients are getting what they need from your company.

Call recordings are also extremely important when it comes to accuracy with notes and customer files. For example, what would you do if a customer said one thing happened during a phone call and the employee said another? With the recordings you can go back to that exact phone call and find out what did happen. This can be then used for training in the future and to show employees what they should have done.

It used to be that very few people used voice recorders or had call recording procedures in place. Generally, legal professionals or customer service departments used these methods to best facilitate excellence in these types of industries. Fast-forward to the present day, and voice recorders are a feature of most cell phones. Call recording isn’t only for the call centers anymore – nowadays, many people use call recording on their phones for a variety of different reasons. Here are some of the reasons call recording is beneficial to users.

Put an end to harassing solicitors. Solicitors still constantly bombard phones on residential and cellular phone lines. This frowned upon process of “cold calling” can equate to mere harassment (in some instances). Recording calls from impolite solicitors can be an easy way to get the calls to stop by using the recorded files to levy a complaint.

Important calls. For business professionals of all backgrounds and of all industries, call recording is a way to document important phone calls. Just remember that the other party must be informed that the call is being recorded beforehand.

Meetings. Voice recorders are a quintessential must-have for accurately taking meeting notes. Why pen everything in short hand or type it when technology presents a more effective and accurate means of documentation? It’s not uncommon for meetings to be recorded and transcribed afterwards.

Teleconferencing. Teleconferencing presents one of the best arguments for the practical application of call recording during the present day. Most often, teleconferencing involves important meetings between two or more entities. These meetings are often difficult to document because they are telephonic meetings. With call recording, all parties can receive a detailed file that comprises the entire recorded context of the meeting afterwards for their own records. With recorded conferences, no important aspects of the meetings are ever overlooked, generating more substantial results.

Quality Assurance. One of the most common usages for call recording software is for ensuring that quality assurance marks are always met. In most cases, this type of call recording is used in call centers and for many businesses that offer inbound and outbound customer support via telephone. With call recording, companies are able to better monitor their employees and make certain that customers receive the attentive care that they are guaranteed, and without a hindrance or deterioration in quality control.

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Many companies today have own customer care service department or call centers. It helps them contact potential customers and provide quality services to their existing customers. Proper management of the different mode of communication used, such as phone, email and chat, will enhance the productivity a call center; this will eventually lead to profits. OnXMedia is one such software that companies are finding extremely useful in managing varied commutation applications. With it, companies can easily manage phones, chats, emails and other modes of communication with this PBX (Private Branch Exchange) software.

Automatic call distribution is a prominent feature of OnXMedia software. It helps in the effective management of inbound and outbound calls and automatically transfers calls to agents based on the calls’ level of priority and the skill required to handle the call. It allows you to replace the typical monotonous greetings with customized greetings, providing a personalized touch and reducing the call response times. It also helps call center to reduce the number of abandoned calls. The inbuilt CTI link displays all necessary details about a customer on the agent’s screen, allowing them to handle calls with ease. The other feature of ACD is IVR, auto call back, call waiting, rerouting and voice mail.

Email management: emails are the most commonly used means of communication, and managing them properly is a necessity. OnXMedia treat emails like it treats voice calls and routes them to various departments by identifying them by keywords, and also sets up the priority level. It helps the line managers in efficient monitoring by helping them to create various reports by just a click.

Intelligent skills-based routing: call center agents make and receive numerous calls in a day and not all calls are alike. All calls require a special skill set and approach; some are handled by new agents and others require highly skilled executives to handle them. The intelligent OnXMedia skills based routing feature transfers calls as per the skill set required for the job. This results in better call quality and high level of consumer satisfaction.

Video call & web management: video calls provide real time communication and are used for day-to-day personal and business communication. The Auto & Predictive Dialer feature helps to manage call campaigns smoothly. Call centers can make video calls using OnXMedia, which allows you to communicate with clients through a website. The agents have the option to interact with customers over the phone, through video conferencing and live chats.

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Do call centers now have their heads in the clouds? If they want to stay on top of their game, they certainly do.

In a cloud computing environment, the bottom line is shared resources accessed through the internet. All applicable software and information is obtainable by any computer or device on demand. Cloud based call centers offer centralized availability and distribution of resources and is easily intenerated with other web-based services already in use.

More than one call center can use the same applications and are charged by usage only.

The face of the call center has also changed. The room crowded with small cubicles with operators talking earnestly into headsets may become a relic of the past. Today’s cloud based call centers are virtually limitless.

If a company wants to expand their business activities this can be easily done without investment in hardware or other equipment. With no premised based place of work to limit their growth, the scalability potential is limitless.

The old saying “time is money” applies nowhere more than it does in a call center. It is vitally important that any IVR system make reaching the correct person a simple and rapid process. In choosing a cloud based service company you must make sure that they can provide you with all the essential services to run your business effectively. You should be looking for new and innovative solutions for your call center.

Recently TelStar Hosted Services announced that they were the winner of a prominent industry award:

“TelStar Hosted Services, Inc., “Your Call Center in the Cloud!™” , is the latest hosted call center solution, TelStar Hosted powered by Vocalcom, is recognized as one of the ‘best, brightest and most innovative’ contact center solutions of the year by winning the 2011 Customer Interaction Solutions’ 14th Annual Product of the Year Award”.

That is a good indication that you are looking at the best call center solutions available.

TelStar and Vocalcom have partnered to provide services that will open up the future for your call center business. Buzzwords such as “next generation” and “cutting edge technology” are not just empty phrases in this context.

For years Vocalcom has been a giant globally in call center services and applications. Their business is spread over 41 countries. Supported on the backbone of one of the most respected call center solution providers, makes it easy for TelStar to claim the title “Your Call Center in the Cloud”.

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Every organization utilizes numerous applications such as audio and video calling, SMS, email, and chat to fulfill its communication needs. It can be quite chaotic to manage all of these applications through the separate software. OnXMedia is a perfect solution to this problem. This multi-channel PBX software can easily manage the various applications used for communication.

OnXMedia is equipped with an auto and predictive dialer feature which is very useful for managing call campaigns. Its automatic call distribution (ACD) tool facilitates call management and reduces the response time by playing a personalized greeting instead of a ring tone. This feature helps in queue management and reduces the number of abandoned calls. It also has an inbuilt CTI link that displays a script containing important details about the clients that are required to process the calls efficiently. It also manages inbound calls with the help of various features like automatic call back, interactive voice response, voice mail, and call re-routing.

OnXMedia has an intelligent feature called skill based routing. This feature allows you to distribute calls among your agents according their skill sets and skill set requirements of the calls. Every call received or made from a call center is not same and each one needs to be handled in different ways. It is not possible for an organization to train all its agents on all skill sets as it can be a very expensive exercise. Most of the call centers have different teams that are grouped according to different skill sets. Automatic call distribution allows you to specify the skill level requirements of a call. It also classifies agents according to their skill sets and automatically distributes calls by matching the skill set requirement with the skill level of the agents.

OnXmedia also enables you to manage your emails with the same ease as your calls. Nowadays, emails are the most prominent form of communication. Organizations may receive hundreds or thousands of emails each day, whether from clients, suppliers, business partners or stakeholders. Proper management of emails is essential for the successful operation of a business. This software allows you to segregate emails based on various keywords and their priority level. These emails are then routed to agents for handling. The software also generates various reports to monitor email management.

OnXMedia allows you to communicate with your clients through the preferred media of their choice such as calls, emails and chat, giving you the freedom to use the web and video calls for interacting with your clients.

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