Call Recording Featured Article

Lesley Hansen, group marketing director, TeleWare (News - Alert) plc, recentlynoted that “many market sectors can reap benefits of recording calls, such as for staff training, spotting troublesome calls before they escalate, ensuring accuracy of data collected and tracking customer and call center activities.”

Among the general benefits of call recording Hansen enumerated are that is reduces the risk of misinterpreting information from business calls, helps resolve disputes on a fair basis, meets compliance requirements, even when using a mobile phone, provides peace of mind, enhances understanding of the customer experience and helps identify staff training needs.

Cost justification is a concern, however. Hansen said one possible solution could be support staff working from home, as “no remote recording equipment is needed removing the high costs of purchase, installation and management associated with dedicated traditional call recording solutions means that call recording can be cost effective for a small numbers of users.”

It’s also device and location independent. “Most on-site call recording solutions will not handle calls to or from a mobile phone,” Hansen correctly observes, adding “this offers true device independence -- so you can record your business critical calls on a landline, IP extension or mobile phone -- anywhere.”

And there is no need, as Hansen says, for call recording hardware to be integrated with the PBX (News - Alert) and configured to record specific telephone extensions: “This means the system does not require ongoing configuration.”

Key features Hansen named include the fact that home and mobile telephone numbers are not disclosed to callers, if staff leave their personal number remains with the company, losing a mobile phone is no longer a major headache, on-demand recording can be invoked to any handset, and enabling companies with compliance issues to allow employees to remain productive on their mobile or home telephones.