Inbound And Outbound Recording
Pause And Resume Recorded Calls
Network Storage For Up To 7 Years
Remove The Hardware Expenditure
Optonal PCI-DSS Add On
Easy To Access Via Online Portal
Call Recording Overview
The importance of answering calls in a consistent and exceptional manner can make the difference between retaining a customer, obtaining a new customer, or losing the business in full. The key benefit to call recording is the ability to review your internal calls, and assure that the message, service and attitude offered by your staff to your customers is consistent with your company's policy.
Record inbound calls for compliance, customer service or audit purposes. Provides secure online access to file storage and retrieval or call details with comprehensive search filters to play, download or delete calls according to pre-defined login permissions.
Using our call recording facility assists you in training new staff, allows you to monitor calls for quality and assurance purposes and provides comfort in the event of settling an ongoing dispute.
Of course another consideration is promotional marketing and brand awareness. Are your customers reminded about promotions, new services, and other key benefits each time they call? The best way to know would be to monitor the compliance of your staff.
We work with customers that have found real success with retention and new client sales simply by reviewing and correcting phone interactions using call recording.
Online access to comprehensive live call statistics in addition to network call recording can assist you in call handling, productivity, call patterns and caller behaviour enabling you to make informed business decisions.
Call Recording PCI Compliance
We offer many flavours of PCI compliant call recording across a variety of products including; SIP channels, Inbound virtual numbers, Auto Attendants, and our Contact Centre suite.
Dependant on which service you require the recording option will vary. Whilst our Contact Centre Suite and SIP services will take your business out of PCI Scope by removing the card details from the call, you may simply want to benefit from our 'Suspend and Resume' feature on our Inbound platforms
Network Call Recording is a highly-secure solution that makes it easy to record, store and play back all inbound calls. Our intuitive product suites helps you manage recordings to, train staff and improve your customer experience using true examples.
What Are The Benefits Of PCI Compliance?
Suspend and Resume enables a call centre agent to stop call recording when a caller is giving their credit card details over the phone, and to resume the recording so that the majority of the call is recorded for training and monitoring purposes.
Why Is PCI Compliance Important?
PCI Compliance refers to a set of standard created by the PCI to protect personal information and ensure security when transactions are processed using a payment card.
Businesses involved in the payment card industry must comply with these standards if they want to accept credit cards. This includes; credit card companies, financial institutions, but also includes merchants.
Failure of merchants (eg online shops) to meet compliance standards can result in fines from credit card companies and banks, and even the loss of the ability to process credit cards.
Why Do I Need To Be PCI Compliant?
On our Inbound platform we tamper-proof call recordings and voicemails. For customers who are required to prove the authenticity of call recordings by the FCA (Financial Conduct Authority), this feature will prove that a recording or voicemail file has not been altered in transit from our network to your premises.
A digital signature is applied to each audio file once it has been created. If you then needs to prove that it has not been altered we can run an authenticity test against the original recording file to prove if it has been changed. We are able to run this check even if the recording has exceeded our standard retention limit of six months.
What Do I Need To Become PCI Compliant?
Transfer your existing 08, 03 or 01/02 numbers to UK IT Networks, and we can provide you with the tools to become PCI compliant. If you are unsure if your numbers are portable, check out our porting page. You could always take a new number from us.
With a large batch of reserved, 0800, 0844, 0871, and 01/02 numbers we will be able to provide a number that suites your business.
Not only will we allow your business to record inbound calls in compliance with the regulators, you will also benefit from all the services available on our inbound platform.
Frequently Asked Questions
Discover the answers to our most popular questions below
Usually calls are recorded for a specific need. Typical reasons are legal compliance, coaching and training, quality control, fact verification and risk mitigation.
No. So long as the reason for the call recording is for regulatory reasons, to provide evidence of a business transaction, to ensure quality standards are maintained, to prevent crime, ensure correct usage of a telephone system.
The interception, recording and monitoring of telephone calls is governed by a number of different pieces of UK legislation. The requirements of all relevant legislation must be complied with. The main ones are:
- Regulation of Investigatory Powers Act 2000 ("RIPA")
- Telecommunications (Lawful Business Practice)(Interception of Communications) Regulations 2000 ("LBP Regulations").
- Data Protection Act 1998.
- Telecommunications (Data Protection and Privacy) Regulations 1999.
- Human Rights Act 1998.
Yes they can, but only in a limited set of circumstances relevant for that business which have been defined by the LBP Regulations. The main ones are:
- to provide evidence of a business transaction.
- to ensure that a business complies with regulatory procedures.
- to see that quality standards or targets are being met in the interests of national security.
- to prevent or detect crime to investigate the unauthorised use of a telecom system.
- to secure the effective operation of the telecom system.
However any interception of employees' communications must be proportionate and in accordance with Data Protection principles. The Information Commissioner has published a Data Protection Code on "Monitoring at Work". The Code is designed to help employers comply with the legal requirements of Data Protection Act 1988. Any enforcement action would be based on a failure to meet the requirements of the act - however relevant parts of the Code are likely to be cited in connection with any enforcement action relating to the processing of personal information in the employment context. Accordingly this Code of Practice and the Data Protection Act must also be considered by any business before it intercepts employees' communications.
No. as long as the recording or monitoring is done for one of the previously mentioned purposes the only obligation on businesses is to inform their own employees. If businesses want to record for any other purpose, such as market research, they will have to obtain your consent.
Under RIPA it is a tort to record or monitor a communication unlawfully. This means that if you think you have suffered from unlawful interception of your phone calls or e-mails you have the right to seek redress by taking civil action against the offender in the courts.
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