Many companies are in need of call recording, some from a quality and training perspective and others are legally required to do so.
Recording your conversations has many advantages, it can help you with
- “You promised it in these situations.”
If you work in customer service, you have most likely heard a customer say “your colleague promised this”, with call recording you can easily go back and listen to the call to ensure what was promised and not. - Educate staff
With call recording, you can easily save down good and less good calls and use as an example when training new staff. It can also be used if you have an employee conversation with an employee to highlight a good performance or similar. - Ensuring quality
Learning to analyze calls is important, it allows you to streamline the quality of calls and the agents who respond. For example, if you notice that more and more customers are asking the same question, it might be a good idea to add it to a FAQ. - Avoid missing details
It is easy to miss a detail in a conversation and today it is common for journalists, educators and market researchers to use call recordings so as not to completely become addicted to their notes.
Whether you are legally bound or choose to record your calls for another reason, you can do it easily with lynes. With us, you can, among other things, tailor when and which conversations to record.
How does it work in lynes?
With us there are two types of recording opportunities; user and response group.
If you want to record all calls (incoming and outgoing) on a response group, this license is enough. In this way, all agents' calls are recorded and saved in a common place in lynes.
If you also want to record your own calls, i.e. not the calls via a response group, you use the User License. Then you can choose to record all your calls, calls via landline numbers and/or mobile numbers.
In order for the service to suit everyone, there is a plethora of possibilities:
- Control recording with a reference
- Choose which numbers to record (landline and mobile numbers)
- Automatic or manual start
- Record users and or response groups
- Record calls & conferences (not video)
- Choose whether a user can listen to their own recordings
- Choose whether a user can delete their own recordings
Advantages of our recording:
- Access and listen to your own recordings
- Manage and listen to all recordings
- No third-party service, proprietary fully integrated service
- Large storage capacity included
- MIFID II & GDPR Compliant
- Download audio files and save locally
- Share a call log with a recorded call in chat/channel
FAQ
- Can I record conversations?
Yes, it is legal to record conversations if the recording party is complicit in the conversation. However, it is always good to inform that recording may occur. - Is the recording MIFID II compliant
Yes, according to the regulatory mark in banking and finance. - Who can access the recordings?
Users access their own recordings (if allowed)
A supervisor accesses a response group's recordings
A user with total search and playback privileges can access all - Does it record calls from all devices?
All calls are recorded (if you selected it) and it doesn't matter if you're calling from your mobile's native dialer, the app, or your computer. - How long are the calls saved?
For one user, 150,000 calls are saved.
For a response group, 300,000 calls are saved.
The default storage period is set to 6 months, but can be changed directly in the app (maximum period: 7 years). Calls are deleted on the oldest first policy.
