With CloudCall, SLG has easy access to call recordings, stored in the cloud; increasing compliance and improving the client experience
Having used CloudCall for over a year, the team at SLG have found improved agent productivity. With inbound caller identification, advisors quickly scan the caller’s notes
section. Each call is logged as an activity automatically, reducing distractions and shifting focus back onto the client.
CloudCall has helped SLG with compliance, especially when handling sensitive information. If SLG advisors need to submit the client’s debit or credit card details over
the phone to a mortgage lender, they can easily pause the call recording so they can take those details privately.
To meet their initial request, CloudCall provides call recordings that are stored in the cloud and accessible through Microsoft Dynamics 365 contact records for SLG agents.
In addition to sifting through past emails and documents, advisors can reference past calls instantly to gain insight to the customer’s requirements from the beginning of a case. Also, management can review performance by listening to real conversations.
CloudCall improves compliance and client experience by making call recordings easily accessible for the team at SLG. Furthermore, being able to listen to staff has enabled management to provide further training and guidance.