THE ULTIMATE FORM OF RECORD KEEPING

Businesses are always looking for ways to better understand the needs of their customers. They review analytics and compare results to spot performance gaps, do surveys and scrutinise monthly KPIs, while some of the best indicators of customer needs and satisfaction are found simply by listening to calls.   

With call recording, you can easily determine the strengths and weaknesses in the customer process by listening to calls.  Recording customer calls also helps you to gain helpful insights about your product, measure the effectiveness of support agents, train employees and improve your sales strategy.

How does it work?

Call recording is a cloud-based application, activated remotely.  Once ordered, VTSL will contact you to determine which extensions you would like recorded and which users will have permission to listen to recordings. 

Who can listen to recordings?

Only those users specified to VTSL.

How long are recordings stored for?

You can choose to have recordings stored for 1, 2, 3, 4 or 5 years, and unlike other providers, VTSL provides a flat-rate fee for each option.  

Is there any indicator to the caller or employee that the call is being recorded?

The caller and employee must be informed that their call is being recorded.  For the caller, this can be done by an auto-attendant or by the agent. 

How do you find and listen to recordings?

Recordings are easily accessed in the VTSL Portal.  Simply click on the Call Recording icon, choose the parameters of the calls you which to listen to (date, time, extension, inbound call, outbound call, etc), and then click 'View Report'.  You will then see a list of all the calls that meet those requirements. To listen to a call you simply press the 'play' icon, or download it. 

Does VTSL's call recording application satisfy the regulatory requirements of MiFID II for financial firms?

Yes, per the regulation, VTSL's call recording allows for 5 year archives, stores recordings in a durable medium, ensures they are readily accessible, and can record calls on mobiles or those working from home.