Call Center Management Feature Article
February 25, 2013
Call Recording Solutions Do So Much More than Record
By Tracey E. Schelmetic, TMCnet Contributor
While many contact centers have call recording features available to them, not all pursue the same type of recording solution. For some companies, small desktop apps suffice to record phone calls for training purposes or agent evaluation. While this may work for the smallest of contact centers, recording solutions are about a lot more than simply being able to listen to a telephone call at a later date.
According to workforce optimization solutions provider Monet Software, many companies fail to appreciate the broad number of applications a professional grade call recording solution can offer.
Does your call recording solution keep you compliant? When it comes to recording telephone calls, there are a plethora of state and federal laws that must be observed (and desktop call recording apps are unlikely to be able to comply). When choosing a call recording solution, be certain the system is compliant with PCI guidelines, FCC (News - Alert) regulations, and international law, writes Monet’s CEO Chuck Ciarlo.
What about call retrieval? So you’ve recorded a few hundred or thousand calls. How do you find one of all those calls? Is it a laborious manual search process? If so, you’re wasting time you probably can’t afford.
“The data stored on call monitoring software won’t be as useful if it takes forever to find it,” writes Ciarlo. “Effective call recording also means effective call retrieval from the server to the system, from any location. If a manager needs to locate a specific call or series of calls, and the effort proves frustrating and time-consuming, the system is useless.”
Consider security.Chances are your recorded calls contain some secure information, possibly about customers and their finances. If you’re not keeping these calls secure, you’ll probably breaking the law. A good call recording solution must prevent information theft, and restrict recordings to only those who need access.
Ease of integration. A call recording solution shouldn’t stand on its own. The most efficient contact centers integrate their call recording with other solutions, such as workforce management and quality management. The efficiencies that can be gained from these interactions are nearly endless. Look for a solution that is capable of this type of integration.
While professional contact center recording solutions were once only in reach of the largest companies, thanks to cloud-based delivery today, even the smallest contact centers can receive the benefits of high quality, feature-rich recording solution, but without the hardware costs and upfront capital.
Edited by Amanda Ciccatelli