Home / Guides
Guides
Guides to call quality,
compliance and retention
Practical writing for Australian businesses that record customer calls, and want to know what is actually in them. No gated PDFs, no forms, no invented statistics - every figure quoted here can be checked.
All guides
Do you have to tell someone you are recording the call?
Australian call recording law state by state, what the Privacy Act adds, and the practical rule most businesses land on. General information, not legal advice.
9 min read
Call quality assurance when you can only listen to 2% of calls
Traditional call QA samples a few calls per agent per month. What that misses, why the maths cannot be fixed by working harder, and what to do instead.
8 min read
Silent churn: the customers who never complain, they just stop calling
Most customers who leave never complain. They tell you on a call, in passing and politely. What that sounds like, and why your reporting misses it.
7 min read
3CX call recording: a practical guide to setup, storage and review
How recording works in 3CX V20, where the files go, what the quota really controls, and the two things the platform does not do that businesses assume it does.
9 min read
What call QA scorecards measure, and what they structurally cannot
QA scorecards measure the agent. Most service failures are caused by the business. Here is why a call can score full marks and still lose you the customer.
7 min read
First call resolution: how to measure it without fooling yourself
Most FCR numbers are measured in a way that guarantees they look good. Here is what goes wrong, and how to get a figure you can actually act on.
7 min read
Complaint handling in Australia: the standard, and the complaints you never receive
AS/NZS 10002 sets out what good complaint management looks like. The harder problem is the complaints that are never lodged. Here is how both fit together.
7 min read
Seven things a customer says just before they stop calling you
The language that precedes churn is polite, ordinary and easy to miss. Here are the patterns worth listening for, and why tone scoring never picks them up.
6 min read
Where to start
If you record calls and are not sure your notification obligations are covered, start with call recording laws in Australia.
If you run a QA programme and suspect it is missing things, start with call quality assurance beyond the 2% sample.
If customers are leaving and nobody can say why, start with silent churn.
If you are on 3CX, start with 3CX call recording.
If you want the product itself in structured form - capabilities, explicit non-capabilities, deployment and measured results - see the WiseSentry fact sheet, or the call analytics glossary.
See what a full review of your calls turns up
WiseSentry reads every recorded call and raises only the ones where your business let the customer down. Talk to us about a review of your own call history.