Abusive calls
Abusive calls can be a real and persistent issue. Call recording can make a difference.
They frustrate and anger staff, chew up lots of resources, and can be difficult to prevent. Would your staff accept abuse if it happened in the street, or in an office? Its unlikely that they would. So why should they have to do so on the phone?
Veritape call recording can resolve many of the problems caused by abusive calls:
Reduce the number of abusive calls
- Simply changing your inbound phone message can reduce abusive calls. “This call may be recorded” does work. Obviously, we would prefer that you did record your calls with Veritape!
Stop calls turning nasty
- Using Veritape call recording, your staff can often prevent a call which they feel may escalate into abuse, by confirming firmly but politely that calls are recorded. The implied message is “I am staying calm. Please stay calm too, and we’ll deal with this sensibly. If you don’t, we have a recording of your behaviour.”
Identify and deal with any remaining abusive calls more quickly
- Using Veritape’s Call Tagging features, your staff can ‘flag’ abusive calls and supervisors can then act quickly to deal with them appropriately.
Escalate abusive calls quickly and easily
- Veritape has inbuilt email capability which makes it easy to send abusive calls to HR, customer service or compliance teams is simple. In serious cases, the police or other services can also be emailed externally, for evidence and threat prevention where appropriate.
Increase staff morale
- Our customers repeatedly tell us that when dealing with abusive calls, their staff welcome recording of calls more than at any other time.
- Veritape reinforces the knowledge that the staff member is in the right (it’s the caller who’s unreasonable), and that you will support them, even if they choose to terminate the call. As a result, staff morale is substantially improved, in otherwise trying circumstances.
Protect and strengthen your company’s brand
- If your business becomes known as one which customers can “ring and rant” at without recourse, that could affect your public image and brand. Reducing the incidence of abusive calls and improving the quality of conversations with angry or frustrated customers will benefit your corporate image.
