Why Call Recording is Good for Call Accounting
August 11, 2014
By Susan J. Campbell
TMCnet Contributing Editor
Keeping accurate records of processes and transactions is a standard business practice. It ensures business leaders understand the nuances that go into the business every day so that continuous improvement can be a daily practice. To capture these records, companies will often deploy call accounting or even call recording. While it’s assumed the two functions serve different purposes, it is also possible that the latter can benefit the former.
A recent blog post from call accounting company, ISI (News - Alert), focused on the activities that occurred as a result of a recent integrated deployment for a large law enforcement project. A public agency, the law enforcement group sought to record radio transmissions as a means to ensure compliance, quality assurance and even dispute resolution. With an extension of the call recording system, radio communications recording was enabled through command and control centers.
From an application standpoint, this means that numerous channels that have been configured and predefined for various channels and purposes are easily recorded according to need. The architecture in place already mirrors that of the Verba Call Recording system used by ISI call accounting solutions, making it easy to differentiate between the caller and the third party. Radio ports are defined within Verba as regular extensions and therefore all access control and record sharing policies can easily be used to provide secure access to various bursts of radio traffic.
The system also creates separate recordings for various radio traffic bursts. This enhances storage efficiency while also offering a timeline of communications. Within the Verba Recording System, all recordings appear as regular media recordings and all standard features are active. Therefore, anyone reviewing the recordings can easily comment, export or import, transcode and more as needed.
From a call accounting perspective, this kind of activity can help in the process. The whole point to call accounting is to verify all communications channels, ensuring they are not only needed and performing as expected, but also that all charges associated with those channels are accurate. The resulting numbers demonstrate budget justification and also show where additional funding may be needed.
Call recording can show where the most valuable activity is taking place. It will demonstrate whether or not the recorded information is lending value to the organization and the targeted transaction. It also allows supervisors to verify the information shared in the interaction to determine whether or not adjustments are needed moving forward.
The point is, the best decisions are made when the individual has as much information as possible. Call recording simply boosts the amount of information available for call accounting so that companies can establish the best strategy moving forward.
Edited by Stefania Viscusi