Never Miss a Detail: Call Logging Software

We’ve all been there – the phone rings and you’re scrambling around trying to find a pen and a piece of paper to record the message the caller wants to leave and before you can ask them to repeat themselves…they’ve gone.  Or perhaps you’re trying to write down everything they’re saying and when you try to ask them to reiterate a certain point, they’ve said something else that’s equally important and you’ve missed out on a vital detail.

In some industries this can be a major issue, especially in firms where the data is entered and then passed on to other departments who will need that information to make a decision, such as legal firms trying to establish if a claimant is eligible to make a claim. This is where call logging software has proven over the years to be an almost essential component such companies, right up there with latest-spec computers, the best employees available and a client list that leaves your rivals jealous.



Call logging software has already proven to be highly beneficial in a variety of industries, with control rooms of various sizes incorporating the systems to help deploy certain people, services and resources to wherever they’re required. People working with the systems around the emergency services will use call logging software to input details about patients, casualties, crimes or emergencies and they’ll allocate the relevant people to the emergency so that it can be attended to as quickly as possible.

The process of call logging can also be used for other internal purposes, such as training new members of staff. By recording how experienced phone operatives handle customers of all varieties from calm and friendly to angry and aggressive, it can stand new recruits in a good position to put their training into action when the time comes. This will help them to understand the way to approach certain phone calls in terms of tone and how to and how not to, react to these callers.

This kind of technology can also be useful in contacting the caller again in the future. The system will record all of the details relating to the call such as the time, their location in some instances, whether the call was made internally or externally (who called who), and their phone number.

The best thing is, the whole system is completely secure. When callers are told that their conversation may be recorded they act in one of two ways – they’re either completely happy for it so that the call can be used for training or data purposes, or anxious about who might have access to their phone number and any other details exchanged during the call. However, with strict user access profiles, passwords and even encryption options available, the whole system can be secured giving your customers peace of mind.

Posted in: call center, call logging software, Technology