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The recording of telephone calls that are handled by emergency service call centres is a vital way of making sure that the service provided by operators is maintained at a high standard. Storacall, a company that has been in this sector since 1969, provides a range of services that allows call centres to improve their services and store large amounts of calls for a variety of purposes.
Andy Cowhig from Storacall explains some of the benefits: “By being able to record calls and store them you can use them for quality monitoring, bookmarking certain sections that were particularly good or bad, and saving them for future reference or training. And as the calls are encrypted and compressed they can be used in court as evidence. The system can store up to one million three-minute calls and so is able to hold plenty of example calls for training or potential evidence.” It also allows managers to listen and mark the call handling of their staff and provide a clear audit trail so staff can understand why they were given certain feedback.
Storacall’s Perspective software allows call-centre trainers to see how people are handling calls by showing the contents of the agent’s screen remotely, “This system has another benefit as it means a trainer can see where people are going wrong, rather than having to get them to come forward and ask for help, which people are sometimes reluctant to do – this all makes for better trained, more confident staff,” adds Andy.
The Storacall system can also be used in a range of unique environments. “In areas such as Heathrow or the London Underground our system can be used to record all announcements that are made so that the companies involved can prove they gave the correct information, or that in an emergency they gave people sufficient warnings and in time, if they are accused otherwise.”