Call Recording for Microsoft Teams

5 Clear Benefits of Call Recording for Microsoft Teams

Microsoft Teams has been widely adopted as the preferred communication solution for many businesses since the introduction of hybrid working. Call recording for Microsoft Teams allows businesses to capture and store all communication within Microsoft Teams. It solves a common challenge of hybrid working for managers who are struggling to oversee their teams’ performance and ensure compliance. This article will explore the benefits of using compliant call recording for Microsoft Teams and how it can help businesses manage their teams more effectively.

The Challenge Of Remote Oversight

The time spent working remotely proved challenging for team leaders trying to manage their customer experience teams without being able to see them or overhear their everyday conversations with customers. The adoption of video meeting software and 3rd party applications helped remedy the situation, but this has led to more platforms being used, an increase in the number of supplier relationships and concerns over compliance.

As hybrid working becomes normal, the challenges associated with less physical oversight of employee activities and daily conversations, persist. To meet the challenges, businesses need to integrate call recording for Microsoft Teams to enable call agents to stay productive, keep costs low and provide the tools managers need to make informed business decisions.

Introducing Powerful Call Recording & Insights for Microsoft Teams

Insights & Call Recording for Microsoft Teams graphic

The Marlin Communications solution is a powerful integration to Microsoft Teams that will help organisations meet compliance requirements, resolve disputes and improve customer experience by securely capturing and storing all Microsoft Teams communication.

This one-stop-shop solution provides managers with call recording for Microsoft Teams as well as quality management and analysis that can be used not only for daily monitoring of the customer experience but also to help improve sales and business performance.

Capture & Record Everything

Our compliant call recording for Microsoft Teams solution is designed for any organisation that needs greater insight into user activity in Microsoft Teams. It’s ideal for tenants using Teams Call Queues and Auto Attendants for cost-effective call routing, or those who want more advanced contact centre reporting in addition to what Microsoft Teams offers natively.

Capture all your Teams’ conversations including incoming, outbound, mobile, video conferencing, screen sharing and chat through user-defined reports, daily dashboards and trend monitors. The accurate, relevant information can be used to drive better call management and resource allocation.

5 Benefits of Call Recording for Microsoft Teams

Call Recording for Microsoft Teams

  1. Compliance:
    • Call recording for Microsoft Teamscan help businesses stay compliant with regulations and industry standards that require certain types of communication to be recorded and stored for a certain period of time. This is particularly important for businesses in highly regulated industries such as finance, healthcare, and legal.
  2. Training and Quality Assurance:
    • Call recording can be a valuable tool for training and quality assurance purposes. Managers can review recorded calls to identify areas where employees may need additional training or coaching. This can help improve the overall quality of customer interactions and increase customer satisfaction.
  3. Dispute Resolution:
    • Call recording can provide an accurate record of conversations that can be used to resolve disputes or address customer complaints. This can help prevent misunderstandings and ensure that all parties are on the same page.
  4. Performance Evaluation:
    • Call recording can be used to evaluate employee performance and provide feedback. Managers can review recorded calls to assess how employees are handling customer interactions and identify areas where they may need to improve.
  5. Knowledge Sharing:
    • Call recording can be a valuable resource for sharing knowledge and best practices within a business. Recorded calls can be used as training materials or shared among team members to help improve overall performance.

Call Recording for Microsoft Teams from Marlin Communications

Call Recording for Microsoft Teams

  • Easy-to-use interface
  • Real-time integration with Microsoft Teams
  • Available as hosted in the Cloud
  • View call costs and employee activity
  • Compliant with PCI DSS, GDPR, Dodd-Frank, MiFID 11 & HIPAA
  • Multiple CRM integrations
  • Provided by a single supplier with dedicated support and training

Not Using Microsoft Teams? No Problem

If you’re using a different unified communications platform like Zoom and would like to integrate a compliant call recording solution, please contact us on 0800 032 8274 and we’ll build a bespoke solution that exactly fits your needs.

Download Our Guide To Compliant Call Recording & Reporting

To find out more information about Call Recording for Microsoft Teams, download the free guide here.

If you would like a free 15-minute consultation on how we can support your business with call recording and turning Microsoft Teams into a true single-pane-of-glass communications and collaboration platform for your business, call us on 0800 032 8274 or book a discovery call here.

 

About Marlin Communications

Marlin Communications is an award-winning, leading provider of Unified Communications & collaboration solutions including voice, data, mobile, video, network security and contact centre technology for businesses of 50 – 5,000 staff.

We have clients across the south of England and in Europe and our own, on-premises, 1,000 ft² Technology Suite at our Bath office, where we host regular events and showcase technology solutions for our clients. Contact us for your free comms audit or product demo.

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