What is Voice & Third Party Verification?
Voice and third party verification (or TPV) refers to the recording of a conversation for legal and security purposes. An independent third party company confirms that the customer is requesting a change or ordering a new service or product by recording the conversation.
TPV involves putting the customer on the phone, usually via transfer or 3-way call. The provider makes a recording asking a customer for their identity; verifies that they are an authorised decision maker; and confirms the order with some qualifying questions, e.g. mother’s maiden name etc.
How does Third Party Verification work?
- Inbound or outbound TPV follows a previously agreed script
- It is accurate and efficient, and asks a straight-forward question without confusing the customer
- Best practice involves preparing and delivering customisable reports – daily and/or weekly – summarising all your TPV transactions
- Allows for double-checking of the recorded information before sending a report Automatic Call Distribution (ACD).
What is Automatic Call Distribution?
Automatic Call Distribution is a system that can recognise, answer and route incoming calls for your business. Essentially, when ACD receives an incoming call, it will look for specific instructions as to how the call is to be handled. Subsequently, that call can then be routed to an operator, a recorded message, or an Interactive Voice Response (IVR) system.
Why use an Interactive Voice Response?
Interactive Voice Response solutions use pre-recorded voice prompts and menus to present information and options to callers. It also uses touch-tone telephone keypad entry to gather responses. Consequently, using IVR technology enables you to provide a tailored service and a seamless call transfer to a live agent.
Why use Phone Recordings?
Some of the reasons you may record a conversation include:
- Training and Quality Purposes
- Sales Order Verification
- Verbal Contracts over the phone
- Record Prices Agreements with Vendors