Mobile recording – Friend or Foe?

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Sarah-Jane Heber-Hall, Director of distributor Computertel, says that with the recent FSA legislation driving Mobile recording, this method of latest technology has been in the spotlight.

“With the deadline slipping by on 14th November, what other opportunities are available once the Dealing rooms and FSA regulated operations involved with this new FSA legislation, have bedded in?

Looking at other opportunities available, there are numerous avenues that Mobile recording can offer benefits and returns on investment.

With a rapidly expanding mobile workforce and home working ethos, the need to seamlessly carry out “Business as Usual” is a vital principle of business operations.
Last year’s adverse weather conditions brought this to light. The severe cold spell came in the run up to Christmas and was estimated to cost the UK economy up to £1.2 billion a day.

Forced absence from work, workforce management and logistics issues all affected the operational effective of many organisations.

Companies who had implemented Mobile Recording could have been able to divert calls through to employees based at home, allowing them to deal with customers by phone seamlessly and continue to offer a service that would allow business as usual, thereby proving better than the competition. There would also have been an ability to record all of these mobile calls and gain instant access to them, when required

These calls could be used, in line with existing voice recording operations for verification, dispute resolution, best practice, and training evaluation, as example. It would also have allowed organisations to carry out audits of customer service standards during this different working operation, to measure and monitor performance and adaptability to continue as usual.

The Mobile recordings could also have been used to promote better methods of communication relay and updates for all clients and customers affected directly by the weather. How many companies lost money because the customer never got the item they ordered and they either complained that their expectations were not met and they decided to go elsewhere to get what they wanted, in time for Christmas, Or said nothing but returned the item when it arrived too late to be of any use?

We all understand that keeping the customer informed is the core method of delivering service excellence, so imagine the benefit of being able to contact the driver’s mobile, and/or record his text or SMS messages, to obtain updates of their revised times of arrival, then being able to contact the customer via your mobile, to update them on the new time of intended delivery, with a view to offering regular updates via mobile, text or SMS if any changes occur, which is being relayed to you by the driver, until the delivery has finally arrived?

Having an audit trail of all this activity too and instant access to the information is certainly a benefit and an easy return on investment for the many organisations that were not prepared for the forced change to their business operation.
Disaster Recovery is also a growing focus for UK Business. Mobile recording supports this method of operation to provide rapid diversion to mobile based communication, if ever the need arises.

Even during normal periods of business operation, evolving your business to adapt to the revisions in how you and your staff work is vital for retaining anticipated and expected standards of service and performance, so even outside of extraordinary work periods, having the ability to support and protect your employees, no matter where the course of their job role takes them, can also provide continuity and best practice for the entire business.