Call Center Recording

Contact centers throughout the world have long used call recording as an effective tool to measure performance, improve training, ensure compliance and evaluate overall processes. These organizations have found it to be an effective tool and consistently seek innovative solutions that allow them to capture and evaluate more information.

As effective as this technology is for the contact center, it also has business implications and benefits for those operating in other areas of industry. While contact centers are under intense pressure to comply with rules and regulations, many industries must also adhere to strict policy. Call recording can help ensure full compliance.

For those organizations that must adhere to the stringent rules outlined in the Health Insurance Portability and Privacy Act (HIPPA), Sarbanes-Oxley and other regulations, call recording can help to ensure compliance with customers’ or business partners’ requirement. This practice also provides significant proof to demonstrate compliance in the event of an audit or other assessment.

An effective call recording solution is also an important tool in resolving and preventing disputes. Disagreement can arise between co-workers, managers and subordinates and the company and a customer. When the conversation is captured, audible proof is provided for quick resolve. Financial institutions and insurance companies have relied on such technology for years to prevent fraud.

Call recording also provides the company with accurate insight into the overall performance of the organization. When customer service is the number one priority, an effective system enables the organization to have access to concrete information to speed responsiveness to customer requests and demands, to help drive overall success.

For many organizations, call recording can provide significant benefits. The challenge for some is how to assess what calls should be recorded. While random call recording can provide many of the benefits that call recording was meant to deliver, it does not guarantee that all information is captured effectively.

Many solutions do offer not only the recording function, but also a measuring and managing feature that allows management to use the system as they see fit. All calls are recorded, yet specific information can be accessed anytime it is needed.

For those organizations that desire the benefits of call recording, but may not need all calls recorded, they may opt for an on-demand solution that allows the employee or even a manager to begin recording a call when necessary. This option can be beneficial when a dispute is anticipated or if the topic of conversation is controversial.

While there is no one-size-fits all solution in call recording, there are enough benefits to any organization to investigate an effective solution. When needs are determined first, a selection to fit those needs can be easily made to ensure the organization can maximize the benefits of the solution.

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.