Spescoms proprietary DataVoice recording technology has been installed at SA Home Loans' KwaZulu-Natal customer courtesy call centre.

According to SA Home Loans client services manager, Carla Baldock, the new system is of great value to both the company and its customers.

The customer courtesy call centre focuses on offering our clients a range of extended products and services, such as life cover.
 
From a legal perspective, recording conversations is essential to guard against liability issues. The recording acts as proof of a transaction, and saves time in a paperless process, allowing staff to function more efficiently and effectively, and offering our clients a more convenient and customer-centric process, Baldock adds.

He notes that recording all calls will greatly assist the call centre team and management from a quality assessment and training viewpoint.

According to Spescom DataFusion MD, Paul Fick, the Data Voice Orion Lite solution was integrated seamlessly with the existing technology.

This is a cost-effective, scalable product that provides advanced recording functionality and mission-critical reliability, he says.

Fick highlights the need for quality and accurate recording particularly in dispute resolution.

If a discrepancy arises, the technology allows for the retrieval of every interaction between customer and call centre. This effectively serves to translate the spoken word into a binding contract. The entire transaction can be reconstructed, ensuring that interactions are safe and verifiable, he says.