Call Center Management Featured Article
Monet's Call Recording Software Selection Guide Helps Better Manage the Call Center
The process of selecting the right call recording system for your call center can be easier by knowing what questions to ask before making a purchase. It its recent blog post, Monet Software provides 10 guidelines to follow and questions to ask when selecting call recording software.
How much effort is required to set up the call recording software? Ask about time and effort for installation and configuration, as well as the amount of training necessary for management and staff to learn the call recording software.
Can the call recording system be used across multiple sites? The system should be able to accommodate more than one call center and a mobile workforce.
How efficiently does the call recording system locate and play back calls? Ask about how quickly calls can be retrieved, and how management can search for specific calls.
Is the call recording system compliant with PCI (News - Alert) guidelines? Confirm that the call recording software complies with all PCI regulations and other regulations relevant to your industry.
How much does the call recording system cost? You should consider the initial purchase price and additional costs for implementation, training, support, ongoing maintenance and future upgrades.
Can the call recording system be scaled and targeted? Installation of a call recorder program doesn’t mean every incoming or outgoing call will or should be saved, but the system should target those departments where records are necessary and bypass those that are not. If the company grows or downsizes, the system should be flexible enough to adapt.
How long does call recording software installation take? Conversion to new call recording software, or a first-time installation of a call recorder program will involve some inconvenience, but you should find just how much time is necessary for configuration, rollout and testing.
What are the key capabilities to call recording software? Before assessing call recording software, create a list of preferences by importance. Consider features such as on-demand recording, live monitoring, search and retrieval, selective recording, multi-site call recording, audit trail, etc.
Can this call recording system work with a different phone system? Make sure the call recording system can adapt to digital or VoIP recording or combine the two.
How is call monitoring data stored? Ask about storage preferences; especially if data is be stored at multiple sites for multiple call centers.
To find out more about Monet’s call recording software, click here.
Edited by Braden Becker