Many professionals need to keep and manage call records, because verification is frequently required in business transactions. This is especially true for industries such as law, finance, online shopping, logistics, tourism, or personal services. Call recording serves to document detailed information during the call and provide evidence of a transaction agreement. The recordings allow supervisors and teams to more closely review and analyze staff performance and quality of customer service.
Many professional teams also use big data tools to analyze the key messages in recordings to understand customer behaviour and needs, such as most frequently asked questions, key words and phrases, satisfaction level, etc. These findings can be used to educate and train new staff, improve customer experience, or train robots to handle many customer inquiries to provide faster service around the clock.
The EConnect contact product includes the voice recording function for inbound and outbound calls. Supervisors or team leaders can set up triggering conditions for the recording function through the easy-to-use EConnect manager. EConnect plays legally compliant voice announcements before each recording to protect the rights of both parties, and avoids any legal disputes.
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