Call Recording Guidelines
Call recording is an important feature for many businesses and this solution is often bundled with AI-powered analytics, and even agent coaching systems.
Not only does call recording provide valuable compliance and regulatory assurance, it also gives businesses measurable insights into customer satisfaction and marketing effectiveness. Call recording can also help determine lead quality, assist with managing complaints and play a vital role in quality management and training.
With recording calls however, comes some additional obligations that are mandated by law. These revolve around informing your callers of the fact their call is being recorded.
In Australia regulations such as those are imposed by the Australian Telecommunications Interception and Access Act 1979
and makes it an offence to listen to a live phone call or call recording without the permission of one or both of the parties involved. The general rule is that recording business calls in Australia is illegal unless the other party is informed in advance that this is happening.
Best-in-class call recording solutions today, like the one AVANSER currently offers are entirely digital. They integrate with the existing contact centre and business telephony platform, leveraging the cloud for storage.
At AVANSER, we have this covered off and we will provide you with a preamble voice message informing your customers that their calls are being recorded and this is included as part of your account set up.
Please note that call audio is available for 3 months. Storage time can be extended as a paid feature, please contact your Account Manager for more details.
Each audio file can be downloaded to your device as mp3 format directly from Call Log.
Reports: Call Log - Filters and Data Access
The Call Log is the list of all calls received on your tracking numbers for the selected period. Viewing the data The standard view for the call log provides a list of call details. It can be customised as per requirements (see Personalising Fields ...
Call Evaluation Overview
Call evaluation tool allows businesses to rate all calls and give insight into the content of calls. You will have tangible evidence on which key areas need improvement and what your clients are calling about. This tool provides the user with the ...
Call Statuses Explained
You may notice in your call reporting that your phone calls have different statuses. The status indicates what happened to the call when it rang at the end phone. Each status means something different, so see below for a simple explanation: Status ...
Troubleshooting Call Issues
If you are experiencing issues with your AVANSER phone numbers, chances are you've already performed some initial testing to confirm the problem. Below are some common scenarios and related troubleshooting methods which we recommend you attempt ...
AVANSER API Services Quick Reference Summary
Summary The Objective of this document is to outline the various APIs AVANSER offers for both collection of data and remote service interaction. Individual documentation for all APIs is available in the table below: API Link Telco API Enables the ...