Improve Call Accounting with Seamless Call Recording
April 06, 2015
By Susan J. Campbell
TMCnet Contributing Editor
Do you have call recording as a tool for your organization? If you’re not in the call center industry, you may not have considered what this technology can do for your bottom line. But if call accounting is an important task, you may want to think about how call recording could improve record keeping.
For instance, an organization that I am involved in is seeking to hire a new executive director. In the process of finding just the right person, the organization assembled a team of 10 individuals to conduct the search. As a member of this team, I often arrange for the right technology to conduct video interviews as the candidates tend to be out of state.
When all 10 of us can’t be on the interview, it’s important to record the conversation for visiting again in the future. Plus, if weeks go by before a decision is make on an individual, we may need to pull up that interview again to refresh our memories on how the candidate performed. Now that we’re in the process of calling on candidate references, I’ll put the same technology in place to record those conversations for the team to evaluate.
Call accounting solutions provider, ISI (News - Alert) suggests that the Verba Recording System is a powerful tool to use to document any investigations conducted by phone. Journalists, for instance, need to record phone interviews to ensure accuracy in reporting. If they can do it from their laptops from anywhere, that means anyone in the organization can access the interviews when provided with the right authorization. This step is important when the journalist is challenged.
With the Verba Recording System, anyone within the company can use their phone and the phone system to record interviews. This means they no longer need phone software or standalone Dictaphone devices to create a secure, searchable central repository for all interviews conducted while on your clock. Participants can use a mobile phone, a softphone or even a desktop phone for seamless call recording.
Plus, when calls need to be captured for call accounting purposes, the user simply calls the recorded and initiates a third party conference from anywhere. Industry standard SIP support is provided and an IVR (interactive voice response) system for optional authentication and call playback is available.
Whether you have journalists calling for a story, hiring managers conducting interviews or checking references or agents simply taking calls from customers, the opportunity to record the call for later use is important. When you can enable this seamlessly within your current environment, call accounting accuracy is easier to accomplish.
Edited by Stefania Viscusi