Inbound and Outbound Call Recording

Use inbound and outbound call recording to record 100% of calls and gather information to improve business performance. Bespoke solutions, dedicated account management, 24/7 UK support and enterprise class SLA's.

Record Incoming and Outgoing Calls

As one of the UK’s leading contact centre solution providers, Elite Group are perfectly positioned to provide an inbound and outbound call recording solution for your business.

Whether you want to record calls to provide evidence of business transactions, to ensure regulatory compliance, to ascertain whether quality standards are being met or to monitor staff, a call recording solution from Elite Group is sure to meet your needs.

Our inbound and outbound call recording solutions make it easy for businesses to record every call they need to, and play a key role in improving customer satisfaction.

Our call recording solutions will help you achieve PCI DSS and FCA compliance

Regulatory Compliance. Valuable Data

It’s essential that your business stays on the right side of the law. Our call recording solutions will help you achieve PCI DSS and FCA compliance – as well as compliance with any other regulatory bodies.

Because our call recording solutions record 100 percent of calls, a call recording system will provide you with a valuable data set.

By consulting this data, you will be able to hear exactly how agents deal with calls, achieve a better understanding of your customers and monitor the quality of the customer service your team is giving.

All of this information can play a key role in marketing, operations, product development and sales.

Call recordings can be an indispensable training tool

Employee Training. Business Protection

Call recordings can be an indispensable training tool.

Contained within your recordings will be real-world examples of times when agents managed to get it right as well as when they fell short in some way. By using these as a reference, your team will gain valuable insights into how to effectively manage calls – and new recruits can be brought up to speed quickly.

Additionally, by collecting irrefutable evidence of exactly what happened on each call, you will protect your business from unwarranted business litigation. If a customer or supplier seeks to take legal action against your company, call recording will allow you to show exactly what happened and help stem potential damage and losses.

Business Benefits

Effective Quality Management

Use call recording to monitor your teams’ telephone manner and call handling techniques, and maintain high telephone standards across all departments.

Employee Training

Train new starters and existing staff with examples of real calls. Analyse why some calls work and others don’t, and ensure that all calls meet internal standards.

Comprehensive Regulatory Compliant

Our solutions allow you to pause and resume call recording so that sensitive information never makes it into the archive, which can help as part of becoming PCI compliant.

Intuitive Web Portal and Detailed Reporting

Use our online web portal to monitor recordings and listen to calls in real time. Access detailed analytics, such as call volume, call duration, peak times and more.

Thorough Brand and Legal Protection

Safeguard your business. Unlike written notes or word-of-mouth, recorded calls can be used to settle disputes or as evidence in court.

Improved Caller Experience and Customer Satisfaction

Develop your brand persona and put customers at ease by informing customers that their calls are being recorded with an optional welcome message.

Technical Checklist

  • Easy and secure access to all call recordings with our hosted call recording solution using the Elite Group online web portal
  • All inbound and outbound calls recorded automatically
  • Gain valuable data such as calls answered per agent, call duration, peak times and more tracked and easily accessible
  • Optional welcome message to inform callers that they are being recorded
  • All calls archived for future reference
  • Capacity to record thousands of calls simultaneously
  • Optional IVR services to guide your customers to the most appropriate agent

The hosted private cloud service from Elite Group is providing huge commercial benefits to our operations in the UK, China and UAE.

Digital transformation has enabled the Roxor Group to consolidate our IT systems and increase our competitive edge in an already challenging market. It has also enabled our board of directors to make commercial decisions, quickly and with confidence.

Nick Massarella - IT Director - Roxor Group Ltd.

Why Choose Elite Group

Secure business for software development solutions

Security

IT Security is our number one priority with dedicated engineers and support teams maintaining the highest levels of security 24/7.

Collaboration with software development solutions

Collaboration

Elites partnerships allow us to provide individualised collaboration platforms to suit your business.

Productive solutions to benefit your business

Productivity

Increase productivity with bespoke communication systems and platforms creating a more efficient workforce.

Benefit from software development solutions

Profitability

Elite provide more efficient and productive communication and collaboration networks, generating greater profitability.