The FSA (Financial Services Authority) have come up with some new regulations that come into effect from March 2009 which means that every United Kingdom companies that deal with money matters will have to copy all their telephone calls and store the files for more than six months.
For those financial institutions that don’t already have a call recording solution in place, this might well mean an expensive outlay for large hardware options.
However, there is a more cost effective way of recording inbound calls – without any additional equipment to clutter up the office:
Organisations can simply attach an online call recording solution to a non-geographic telephone number.
Non-geographic telephone numbers (e.g.0845 numbers, 03 numbers etc.) work in tandem with existing landline/mobile numbers and simply sit ‘on top’ of them. This type of number is a more memorable number for callers and works well when in conjunction with advertising.
Using non area specific numbers for call recording is becoming increasingly popular because of the following:
1. It’s controlled completely online or using the phone and negates the need for physical equipment (hardware).
2. All recorded phone calls are sent to a nominated individual within your organisation allowing you to store as you will.
3. Recordings can be shared with colleagues easily – they can be forwarded via email.
4. Recordings can be activated straight away at the touch of a key (e.g. by pressing the hash key).
5. To free up your servers, large quantities of your calls can be stored on external servers.
6. Businesses can meet the new legal requirements of the FSA (from March 2009 using this form of Call recording.
7. By simply activating the system you can do away with having to frantically jot down notes on an important conversation.
8. Choose the calls that you record ensuring your company stays in complete control of what is recorded and what isn’t.
As these points show non-geographic telephone numbers can dramatically increase the flexibility of phone systems – helping people to answer more calls and become more efficient.
The feature I have mentioned so far is just a minute part of what the numbers can do for you.
Additional features that are easily added to non-geographic numbers include:
Online call statistics allows your company to see how long a call is and where it has come from, busy periods and missed calls on the 0845 number letting you manage your advertising and helping improve customer service. This allows them to see: the total amount of calls to all numbers, the location of callers, busy periods and missed calls. This information can assist organisations with their marketing and improving customer service.
Instant diversion of calls give organisations complete control over their non-geographic numbers. Whether they have a one number or several numbers, call divert allows you to reroute enquiries to another landline/mobile/call answering service at the touch of a key. This control is crucial in the event of landline trouble or in an emergency and for this reason this service can be without cost with a phone number, if you know where to look.
Non geographic numbers can be a powerful addition to any organisation – giving them greater flexibility/control over their phone systems and helping them meet their legal requirements – without needing extra office space.
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