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Call Recording: Not Just for Call Centers Any More

3rd Party Remote Call Monitoring Feature

January 28, 2016

Call Recording: Not Just for Call Centers Any More

By TMCnet Staff

When it comes to the value of recording calls, we tend to think the activity only has a place in the contact center. We understand why call recording is a priority in this space. We’re reminded each time we call that calls may be recorded for quality and training purposes. It makes sense and we really don’t care if they need to later refer to our time on the phone discussing the intricacies of a billing question.


But what if you’re on the other side of the call and you’re not in the contact center industry? Does call recording make sense? In the traditional environment where your primary source of communication was a landline, the addition of call recording was not an inexpensive one. The hardware and processes needed to effectively capture, archive and then reference a recorded call were complex and failed to deliver enough value to justify the expense and time involved.

Today, we’ve gotten past the confinement of the landline. Communications is moving to the cloud, which gives us access to lower cost connections, streamlined collaboration and archived conversations. For the small company that needs to verify the requests of the customer base, call recording is now accessible, affordable and nearly required. When it’s one person’s word against another, you have to be able to go back to the source of the conversation. Reliable call recording allows you to do so easily.

If you have Voice over Internet Protocol (VoIP) as your primary connection platform, adding call recording is the next logical step. It allows you to address legal mandates, while also increasing operational effectiveness. The solution is generally designed to be easy to install, easy to operate and even easy to install. For SIP Print (News - Alert) (News - Alert), a proven call recording solution provider, the offering is also delivered with the optimal training to ensure an organization is able to derive the most value out of the solution.

In doing so, companies can put the right quality monitoring steps in place to ensure the right approach to the customer experience is a priority for every interaction. While it sounds like the optimal interaction experience for the contact center, it also works well in other environments where customer satisfaction leads to loyalty and long-term success. Those working in financial, legal, emergency, law enforcement, education and other industries can benefit from recording calls and reviewing the content later for business intelligence and quality monitoring.

The information exchanged in a business call has the potential to offer great insight or the information you need to prove that you did what was required. Regardless of the goal, having the ability to seamlessly record, archive and manage those calls on a small budget creates a whole range of new opportunities. 

 
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