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Never forget a phone call conversation

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I was sitting with a friend the other day when he had to take a business call and I was intrigued to see him quickly set his phone to speaker and tap his screen a few times. When he’d finished I asked him what that was all about and he told me that for some months he’d been using the voice recording functionality within an app to record important conversations. Why? I think he was only half-joking when he said that he struggled to read his own scribbled notes and that he liked to have a record of that call that he could check back on.

In chatting to him further, it was clear he wasn’t the only one in his company doing this, and it was equally clear why there was an appetite for it too: not just something to compensate for poor handwriting, but also filling in for when it’s simply not physically possible to make notes; or for when people prefer to concentrate on the detail of what is being said, particularly in a multi-party call, and don’t want the distraction of note-taking; or even just the reassurance of having a recording as a ‘witness’ to what was said.

What was interesting though was that everyone doing this was using a consumer app, and not operating within a controlled, secure or compliant corporate environment. Now enterprise ‘always-on’ call recording has been available for some years and it’s the default choice for those organisations who are legally obliged to record calls; but what if there’s no obligation? What if it’s just a function that would be useful for certain parts of an organisation to be used as and when they needed? “On demand” call recording, in effect, which could be personalised to the user. A lighter touch application, but one that sits within the corporate network, and with a compelling cost-efficiency argument to boot.

*Drum roll* Well it appears someone has been thinking along the same lines as me as Redcentric has now introduced just such a solution to its voice portfolio. The Playback Service is being pitched as a personalised call recording service, available on fixed line and mobile SIMs which allows users, to choose within 72 hours, to keep individual calls recordings for up to 30 days. As users only pay for the call recordings they decide to keep, not every call they make, you can see how it suddenly makes call recording more affordable and cost-effective.

And the more I think about it, the more value you can see people getting out of it, so you can add productivity gains to the ROI arguments too. Plus improvements to accuracy, to speed, to quality of outcomes.

Let’s consider a number of typical use cases. Take a sales team who can now:

  • Retrieve forgotten details of customer orders and conversations
  • Handle calls in the car knowing they can follow up on them after the journey
  • Ensure sales information is accurate to shorten completion times
  • Improve the quality of their customer service and guarantee efficient and fair dispute resolution if necessary

The Playback Service is a good fit for the public sector too:

  •   It increases efficient communications between teams, allowing projects to be smoothly coordinated and completed
  •   Its lean ‘pay for what you keep’ cost model aligns with public sector spending demands
  •   It provides a secure and scalable communications platform to protect against hacking and data breach

While at the higher echelons of business, it could be the C-level executives’ new best friend:

  •   A useful safeguard and back-up given the monumental volume of business communication and coordination between clients, colleagues and associates
  •   An invaluable ‘witness’ record for telephone meetings of very high importance

And what with my bad handwriting and dodgy memory, the Playback Service is now my new best friend too!

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