Gone are the days when call recording was solely in the domain of large institutions such as banks and building societies. Today, call recording solutions are available in varying sizes, serving as essential tools for businesses of any scale, from single user to critical extensions or multiple sites within an organisation.
Vidicode UK has established itself as a leading provider of call recording solutions, offering partners a robust platform to enhance customer's operations and prove compliance. By examining a diverse range of success stories and testimonials our partners provide, it becomes clear how our innovative solutions have provided their customers with distinctive advantages and tangible benefits.
Financial and insurance institutions
Banks, stocks and shares brokers, building societies, car finance companies, and smaller operations such as mortgage brokers and Independent Financial Advisors (IFA’s) all fall under the category of financial institution. Those responsible for a financial transaction or trade of any sort will be operating in a highly regulated environment where FCA compliance and security are paramount.
Vidicode UK systems offer secure, encrypted and tamper-proof call recordings with full audit trails and custom storage and retrieval of calls to ensure adherence to these stringent regulatory requirements.
Healthcare providers
Communication is vital for ensuring patient care and maintaining accurate records in the healthcare sector. Front-line employees also face increasing hostility in telephone conversations with patients. By recording and reviewing patient interactions such as triage, MDT meetings and reception calls, medical professionals have enhanced their diagnostic accuracy, improved patient care, and establish facts from abusive calls.
The ability to capture and securely store critical conversations has also facilitated compliance with patient confidentiality regulations and helps doctors with surgeries, also helping to avoid higher insurance costs.
Customer research and service centres
Customer service centres are at the forefront of providing exceptional customer experiences. None more so than research companies that carry out their work for various clients. By recording and analysing customer interactions, they gain valuable insights into customer preferences and pain points and can offer proof of value to their clients. Utilising speech analytics whilst recording calls and screens enable customer service teams to refine their strategies, train their agents effectively, and provide personalised solutions to customers.
Legal firms
For legal firms, accurate and secure documentation of conversations is of utmost importance. Vidicode UK's call recording solutions have empowered legal professionals to maintain comprehensive records of client interactions, ensuring that no critical details are missed. Law firms have improved their case preparation by capturing and securely storing client calls, mitigating risks, and easily resolving disputes.
Contact centres
By monitoring and evaluating recorded calls, contact centre managers have been able to identify training needs, refine processes, and provide real-time feedback to agents. Instances where employees answer calls and transfer them without dealing with the query themselves, can be easily identified. Speech analytics and recording calls improve call handling times, increase first-call resolutions, and enhance overall customer experiences.
Bespoke solutions: lone worker monitoring
In companies employing lone workers who visit various premises, a more individual approach to call recording is needed. A worker can leave a check-in message via their lone worker device to specify details of their location and activity. If the lone worker requires emergency assistance, the device opens a call with a monitoring centre where trained operators will listen in to the incident, identify the location of the user, and quickly initiate a response.
Depending on the lone worker device and the type of incident, a two-way conversation may also be opened between the lone worker and an operative in the monitoring centre during the incident. Vidicode UK's solution facilitates the recording of calls between lone workers and the monitoring centre, allowing companies to gain valuable insights from incidents, monitor response quality, and ensure compliance with industry standards.
Everton Stuart provided insight into the benefits of Vidicode UK's Apresa call recording solution last week. Apresa is the system recommended by resellers and their customers, and you can find testimonials here.
Reasons to record in brief:
- Improve brand loyalty
- Legal proof of 'who said what’
- Improve upselling and cross-selling
- Validate KPIs of high-performing employees
- Train staff to improve customer service standards
- Protect staff against patient abuse/customer abuse
- Evidence of efficiency by outsourced companies for clients
- Proof of phone transactions with payments, subject to PCI compliance
- Help reduce insurance costs in particular for surgeries and health centres
- Compliance with FCA, MiFID, Dodd Franks, Law Society, Insurance Ombudsman.