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.
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.
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
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Easy and secure access to all call recordings with our hosted call recording solution using the Elite Group online web portal
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All inbound and outbound calls recorded automatically
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Gain valuable data such as calls answered per agent, call duration, peak times and more tracked and easily accessible
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Optional welcome message to inform callers that they are being recorded
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All calls archived for future reference
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Capacity to record thousands of calls simultaneously
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Optional IVR services to guide your customers to the most appropriate agent
Why Choose Elite Group for Call Recording?
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Award-winning, 24/7, dedicated account management and technical support
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Industry leading SLAs and fault management
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Premium partnerships with all major carriers
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Industry experts with over 17 years’ industry experience
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Scalable solutions for businesses of any size
Our Customers Say
I am very happy with the level of support and knowledge delivered. I like to call Elite and bounce ideas off them and together this relationship works really well because as our business develops it becomes a win win process for the both of us.
The service provided by Elite Telecom has been excellent, I have developed a great relationship with the support team. It has made a major impact on our business operation, and the cost savings it has delivered has made it a very worthwhile investment.
The fact Elite takes a consultative, supplier agnostic approach means that we have been able to take the best of all the suppliers and create our own unique platform that suits our business needs. We’ve developed a strong relationship with the Elite Account Management team.
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