Call Recording Featured Article

5 Frequently Overlooked Call Recording Considerations

March 10, 2014

 

Not all call recording systems are created equal. Contact center managers who think that the only requirement for call recording software is the ability to record every call should think again.

Last week, I wrote about seven of the key elements to look for when selecting a robust call recording solution that will deliver value for money and truly meet the needs of the contact center.


While I covered many of the basic elements that must be considered, there also are several factors that often get overlooked when it comes to selecting the right call recording solution. These considerations can make a huge difference within the contact center.

When selecting the right call recording solution, pay attention to these five factors that often get missed.

1. Deployment flexibility and ease of integration

Many companies are used to a long deployment timeline, and this used to make sense with the challenges of integrating software across the contact center. It no longer takes weeks to deploy call recording, however—it can often take only a matter of hours to roll it out and integrate with existing systems. Make sure that the call recording system can easily deploy and integrate with payment processing sites, CRM systems and in-house databases quickly and easily. Not all meet the challenge, but some do.

2. Transparency in pricing and total cost of ownership

Anyone familiar with the telecom sector knows that the price quoted is not always the final price out the door. Pay close attention to the pricing models, and make sure they are easily understood. Pricing should include installation, hardware and total support and maintenance, and look for no hidden fees.

3. A bevy of quality management tools

Coaching tools for trainers and supervisors have grown in volume and sophistication, and now it is reasonable to expect such advanced features as automated e-learning sessions. Make sure that the system chosen has a full suite of quality management tools to put the recordings to good use.

4. Mobile phone recording

Calling has moved from landlines to cell phones, and it is important that any call recording solution can record both landlines and mobile phone calls. These should be easy to search and retrieve, and it should be possible to combine these with the contact center for a fully-joined call recording platform.

5. Customer feedback surveys

Often customer feedback is the missing link in the quality management chain. Best of breed call recording solutions should be able to offer automated phone surveys as part of their package. Look for it.

These considerations, taken with the basics that every call recording solution should be judged against, should lead to choosing the right solution. Not all call recording is created equal. But with a firm understanding of what to look for, your business can make sure it buys the best.




Edited by Alisen Downey

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