When you need to validate your after hours service 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,