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Customised Greetings

Pain Point

I need to have call recordings to validate requests for high cost afterhours calls

Overview:

  • The client had an after hours call out service whereby callers could request urgent attendance without paying up front
  • This was resulting in high costs being incurred without recovery due to lack of an effective audit trail.
  • They engaged us to enhance their outsourced service to include voice recording capability

Challenge:

  • Implementing a regulatory compliant solution that would not only record calls but make the call recordings available to the client

Solution:

  • We consulted with the client on the most appropriate wording, incorporating their branding requirements
  • We implemented our Business Intro customised greeting, to let the caller know that their call will be recorded and that they could opt out if they so preferred.
  • We upload authorised recordings onto the clients portal
  • The client now has the ability to not only substantiate authorized call-out requests, but also to conduct their own call quality assessments to help us collaboratively improve our service.

If you’d like to know more about our bespoke Business Intro services,