Mystery Caller

Mobile Call Recording is becoming more relevant in a number of markets outside of the financial services industry. This month our mystery caller wants to enable his sales team by allowing them to record sales calls from their mobiles. All too often a client will verbally agree to an order over a mobile and then duck out of the deal at a later date claiming it never happened. This is costing the team money and stress to sort out and with call recording software this should put an end to the situation. He needs to know the logistics of getting a solution installed onto his devices and what kind of costs he can expect to incur following the purchase.

Cavendish Communications

I stumbled across this company whilst doing my usual tour of Google and saw they did fixed line call recording but it wasn’t obvious if they also covered the mobile piece. Their website was fairly decent so I had high hopes going into the call.

screen-shot-2016-10-21-at-12-39-29On the automated menu I decided to play it safe and stick with the sales team option as I was sure they would be the most eager to help me. After being passed around a little bit I ended up talking to Sarah who started off the call with taking a few details. I mentioned how I had come to call Cavendish and said I wasn’t sure if they did the mobile piece. Sarah didn’t flat out confirm or deny whether they could help but instead indicated it was something she would look into.

Clearly this wasn’t something that they were used to being asked and so I explained exactly what I wanted it for. Sarah understood the reasoning behind the enquiry and said she needed a few details like what kinds of phones were currently in use and which network they were operating on.

screen-shot-2016-10-21-at-12-39-46Sarah then asked me if I wanted everything recorded or just ad-hoc calls. I asked what the price differences would be but until I had given her all the other details I was told it would be a bit useless to start throwing around figures. I was then asked if we were using anything on our fixed line phones in the office. Sarah told me if we went with them we would have to get a fixed-line office call recording solution and then they would try and link the two somehow.

This didn’t fill me with confidence when I realised the non-committal stance taken at the start of the conversation was actually because she wasn’t sure if the mobile piece of the puzzle could be done. Sarah took my email address and said she would send over an email with what she needed to go and find out exactly what they could and couldn’t do.

Total 21/30 – Ok. Sarah clearly didn’t have a clue whether they could offer me mobile call recording. I have to admire her for not saying that out loud and taking the time to actually go and find out. I went in just wanting to talk about mobile but came out thinking I would have to do the office fixed-line too which made sense.

Round Up – I was surprised by the lack of definitive information this month around mobile call recording. It’s a feature which has been around for quite some time now and as fixed and mobile worlds collide it would seem like a natural extension for those that offer fixed line call recording. The call wasn’t the greatest but Sarah did an admirable job of not saying no to me and getting enough information to go away and get some more details.

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David Dungay

Editor - Comms Business Magazine