Record and Store Calls Easily

Call recording is an integral part of business today. Recording calls to monitor agents’ performance helps to ensure great customer service. Call recording from BCH will help you manage your service, meet regulatory requirements (GDPR and MiFID II) and maximise performance.

 
 

Available on all BCH Services

Call recording is an integral part of most businesses today. Failure to record calls may not only compromise your organisation through its failure to meet regulatory requirements, but can also compromise your customers. Recording calls to monitor agents’ performance helps to ensure a great customer service, call recording from BCH Solutions will help you manage your service, meet regulatory requirements, and maximise your performance.

GDPR will undoubtedly impact the way you record calls. The regulations require consent from each caller, unless calls are recorded for specific regulatory purposes, financial for example. Using BCH Call Recording solutions will protect key areas of your contact centre operation by ensuring that you continue to record phone calls in a compliant manner.

We can achieve this by playing a fixed and immutable ‘opt in to record’’ prompt at the beginning of every call: the customer has the option to select whether they consent to the call being recorded or not. This is time and date stamped. It is available for your records and will safeguard you against possible future disputes concerning a particular customer’s data. Of course, all recordings can be readily and securely searched for and retrieved via our Web Portal.

With MiFID II we offer a full range of compliant solutions with the ability to record all calls together with full log-in access to the same, as well as encrypted long-term storage.

 
Straightforward Management

Built with functionality in mind, our secure and easy-to-use online management portal allows you to search recordings by a range of parameters including dialled number, callers number, date and time. Recordings can be downloaded or played from within the system, emailed to a designated address or sent via FTP to your own servers. Recordings can be stored for up to six years. Recording on Demand Options allows you to toggle recordings on and off during a call. Recording can also be set to start automatically, but then only be stored if either during or after the call this option is specifically selected by the agent.

Inbound and Outbound Recording

Not only can all calls you receive be recorded, but also outbound calls can be routed through our hosted platform. This allows you to maintain all your call recordings in a single secure location.

 

Key Benefits

  • tick box Store call recordings in our online portal for easy retrieval and playback
  • tick box Record all calls, inbound or outbound, or just a percentage
  • tick box Record on demand, to stop and start recording during a call
  • tick box Archives call in our system or transfer them to your own systems via FTP
  • tick box Search for calls by dialled number, caller’s number, date etc.
  • tick box Download or playback recordings and flag with comments or ratings
  • tick box Encrypt recordings for additional security
 

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