Why Companies Monitor  & Record Their Telephones & Computer Activity

Companies record and monitor telephone and computer activity to help them achieve their key objectives:

• Enhancing customer satisfaction
• Limiting legal liability
• Improving employee productivity
• Increasing security

Enhance Customer Satisfaction

It's easier to keep existing customers than to find new ones – that's why so many companies use CallRex Professional to coach call center employees and other front line employees with recorded examples of top quality customer interactions.

Using CallRex Professional to increase customer satisfaction drives operational efficiencies, reduces costs, and reduces employee turnover.

CallRex Professional  allow managers to:

• evaluate and improve the effectiveness of customer service policies
• ensure employees provide the promised level of customer service
• create the positive customer interactions that are at the heart of a successful business

Use CallRex Professional to improved efficiency and employee morale at  call centers.

Limit Legal Liability

Recorded telephone activity provides a degree of legal protection to both the company and the consumer. CallRex Professional  help companies limit liability by documenting verbal requests and authorizations, verifying contractual compliance and arbitrating disputes.

In regulated industries, CallRex Professional play a key role in many companies' ability to verify compliance with the Gramm-Leach-Bliley Act, the Health Information Portability and Accountability Act (HIPAA), the Sarbanes-Oxley Act and other regulations that require comprehensive information security planning by affected companies.

In addition to CallRex Professional's key role in documenting verbal interactions, CallRex Professional's Multi-Media add-on allows companies to track and record computer activity – including email and instant messages – along with telephone calls to create a complete record of employee actions.

Improve Employee Productivity

CallRex's VoIP call monitoring and recording has proven effective in evaluating and improving employee productivity. Reviewing recorded calls with employees provides managers with a powerful training tool and a concrete, objective measure of employee performance.

CallRex allows managers to coach customer service agents with real-life examples of top quality customer interactions and ensure employees are operating at peak productivity.

In addition to telephone activity, CallRex Multi-Media allows businesses to identify unproductive computer activity by recording, monitoring and measuring how much time employees spend per day on the web, email, and instant messaging.

Increase Security

The majority of security threats are created by employees intentionally or unintentionally distributing confidential information. Workplace monitoring/recording encourages employees to be more aware of what they are saying and doing, and helps prevent unauthorized verbal or electronic dissemination of confidential information.

CallRex helps prevent abuse by encouraging employees to rise to a new level of vigilance. In the event of a security violation, CallRex provides a concrete audit trail to track down the source of the problem and prevent recurrence.

CallRex Multi-Media further raises the bar by adding computer and internet recording and monitoring to CallRex’s VoIP call recording capabilities.