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Q: |
What is Recording
Service? |
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This service records and monitors in Real Time the
actual spoken conversation of every inbound toll-free call. This can
used to help improve the quality of service, and for training and
mentoring employees. Use it for evaluating the handling of calls, to
evaluate scripts and to evaluate personnel. Kall8 Recording Service is a
good tool to use to help increase customer satisfaction, improve call
handling skills and train customer service personnel and telephone sales
personnel, by using actual recordings of real telephone conversations.
It also can be used as proof of orders to validate the acceptance of
credit cards and other charges by phone and to quickly resolve disputes
regarding telephone orders.
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Q: |
What types of calls are
recorded? |
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The Kall8 system is very user
friendly in that only incoming toll-free calls are recorded. Thus, if an
employee makes outbound personal calls they are not recorded and their
privacy is not infringed upon.
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Q: |
What is the cost of the
Recording System? |
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There is no equipment to buy, no
minimums, and no usage related fees. In addition to the normal Kall8
charges of 6.9¢ per minute, there are two options from which to pick.
Both options include saving and storing every message for 30 days from
the time it is recorded. It also includes the provision of a
personalized greeting prior to recording such as, "Thank you for calling
[Company]. Your call may be monitored or recorded for quality assurance.
Please wait while your call is being connected".
High volume users For those of you who will be using Kall8 recording
a lot, the cost will be a one time set up fee of $60 and $60 per month
for 3000 recorded messages. (Each additional block of 3,000 recorded
messages is an extra $60 per month.)
Low volume users The more economical option for low volume users is
to pay a one time set up fee of $10 with a monthly fee of $10 plus 5¢
per recorded call.
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Q: |
Can I save recorded
messages for more than a month and what does this cost? |
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Yes. You may archive and store
all of your messages indefinitely. For those of you who have selected
the high volume user program, there is a $50 per month storage fee for
archiving. This provides enough storage space to save 3,000 messages
(messages retrieved in the previous 30 days are not counted and are
free). If during any calendar month you archive more than 3,000
messages, you will be charged for additional blocks of storage space at
the rate of $5 per block, with each block holding 1,000 messages.
For low volume program users, the cost of archiving is $10 per month and
5¢ per message.
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Q: |
How do I determine which
messages will be archived and stored? |
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You have several choices.
 | You can have only those messages that you have marked for
archiving saved. |
| You can have all message stored indefinitely, except for messages
that you have deleted. |
| You can have only those messages that you haven't listened to
saved. |
| You can have only those messages that you haven't listened to,
plus those that you have marked for archiving saved. |
| You can have no messages saved for more than 30 days.
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When you set up your account you can customize it accordingly.
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Q: |
Are there any other
charges in conjunction with Kall8 Recording? |
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If you only want a greeting
played, such as, "Thank you for calling. Your call may be recorded for
quality control" there is no additional charge. Anything more
complicated that would require customized programming could incur a
programming charge.
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Q: |
How do I sort messages
for quality control? |
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All calls are listed in
chronological order similar to the attached report (hyperlink). You can
skim through this listing for anomalies, i.e., extra long calls, calls
from outside your market area, extra short calls, multiple calls from
the same Caller I.D. Simply click on them and listen to them. You may
list your calls in numerical order based on the calling parties' Caller
I.D.
| If you are interested in how calls are handled at a particular
location, e.g., if all of your "service" calls are being sent to a
particular 800 number, you can list only those calls that have been
forwarded to that number and then listen to them. |
| If you are concerned with calls that come from a specific number,
or from a specific area code, you can enter that number or area code
and all inbound calls whose Caller I.D. matches the criteria you
choose will be listed for monitoring. |
| If you are concerned about calls that are very long, you can enter
the parameters so only calls that are over that length will be listed.
Alternatively, you can have us list only calls under a certain length.
Or you can list calls based on the length of the call, i.e., the
longest call at the top of the list; the shortest at the bottom or
vice versa.
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Q: |
How can I use Recording
to substantiate credit card sales or resolve disputes regarding orders? |
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If you know the number or numbers that the caller who placed the
order may have called from, you may enter those numbers and all calls
from those numbers will be listed and you can click on them to listen
to the recorded conversation.
If you do not know the number the caller is calling from, but know
approximately when the call came in, you can look at calls received
during that period.
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What happens if Caller
I.D. is blocked? |
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In most cases, Kall8 receives
the number of the calling party even if Caller I.D. is blocked.
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Will I received the same
information on calls received from Mobile phones? |
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We cannot always rely upon the
Caller I.D. that we receive from some Mobile phone companies.
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Q: |
Do I have to listen to
the entire call? |
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No. The Kall8 Recording System
uses the capacity of Microsoft Windows so you can move the cursor ahead
or move it back to listen to only those portions of the call that are of
interest to you.
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Q: |
Should we seek legal
advice before utilizing Recording and Monitoring? |
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Yes. Kall8 does not provide
legal advice. If you have a question about who needs to be aware that a
call is being recorded, you should ask an attorney to be sure you are
following the proper procedures.
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Q: |
I have an ordinary Non
Toll-Free number. Can I obtain Kall8 Recording Service on this number? |
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We currently has numbers in the
206 area code that are compatible with the full Kall8 functionality.
These numbers can be found on the Kall8 website. If you have a non-206
number, the only way to take advantage of the system is to forward your
current local number to a 800 number. To do this utilizing your local
phone company's normal call forwarding service, you would then have the
full functionality.
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Q: |
How do I listen to my
recorded calls? |
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You have two options for
listening to your recorded calls.
- Go to the Kall8 website, log into your account and go into the
Recording section. Click on Listen to Recorded Calls and set your
parameters for the ones you wish to hear.
- Choose to have your recorded calls emailed to you automatically.
The option for this is found on the Recording Setup page of the
Recording section.
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