DHTML Menu, (c)2004 Apycom
Phone system advice and accredited telephone system resellers
 
Home Which Telephone System ? Telephone Systems Telephone Resellers Comms Directory Comms Guides Jargon Buster
Call Recording Solutions | Call Recording From Retel | Call Recording From Swan | Call Recording From NT Telecom |
Call recording for telephone systems

Call Recording

In certain markets the need to record calls is compelling, if not already mandatory, but most organisations should take a look at call recording technology – the benefits can be huge in terms of enhanced customer service and cost savings.

Financial transactions conducted by telephone and emergency services are just two of the sectors where the need to record telephone calls is mandatory but ask business managers what they think of call recording and you'll get a fairly standard response: it's for big call centres that record calls because they have to by law; it's not for us. In reality however, this is far from the case. Why?

Firstly, the range of uses to which call recording is now being applied has expanded greatly. Users can now opt for solutions that record 100% of calls – essential in businesses that need to record calls for legal or compliance reasons.

The functionality of call recording solutions today goes beyond the simple recording of calls. You can now automatically analyse what is going on in those calls: from assessing the effectiveness of call handling scripts, to identifying customer service trends or spotting product mentions in calls.

Secondly, until now call recording solutions for the small-medium sized enterprise (SME) market have been limited. However, highly cost effective entry points to the technology and applications, without any functional compromise are now available.

Call recording has therefore become a strategic business tool, enabling organisations of all shapes and sizes to address their regulatory and business demands. Just take a moment to think how your business could benefit by analysing the interactions and transactions that go on every day between your staff, customers and partners.

Imagine also being able to integrate call recording capabilities with call cost analysis and management information tools, to see just how much time and money each of your customers is costing you in support and then measure that against their sales turnover. Alternatively, use this feature to monitor the success of outbound sales and marketing campaigns.

 

Ease of Use

There are a variety of products on the market for the smaller business from single line/single phone attachments to devices that record calls to PC hard drive or CD-ROM. For larger companies or where applications are more sophisticated there are solutions from a number of vendors.

For call recording, one of the key requirements is that the solution has to be easy to use without the necessity to constantly refer to an instruction book. The retrieval of the recorded calls has to be fast and simple too, with the ability to search for relevant data such as telephone numbers, account ID's and the like. Lesser featured recording solutions often provide the functionality to record a call, but this is the easy part. If they only offer the ability to search by date and time, or channel or extension number, then the user may find themselves taking hours to locate an important and relevant conversation. Additionally, it must be possible to access recordings from the user's PC, and this access should be made available to all relevant users.

This is something to look out for when investigating a recording system, since many of them appear to be inexpensive up front, but when multiple call replay licences are added to the package, the user is faced with the decision of either increase dramatically their spend or restrict access to the recorded calls.

Another key element of an SME-friendly recording solution is that the system management aspect must be practically next to zero, i.e. the system should be able to run itself. By providing a large capacity of on-line recording storage and efficient compression techniques, the need to change and store DVD's or tapes should be a thing of the past in most SME applications.

 

Call Recording Benefits
  • Agents performance monitoring
  • Campaign and promotion evaluation
  • Training support
  • Improve customer service
  • Regulation and code of practice compliance
  • Record transactions
  • Provide help desk replay reference
 

Buying Tips:

1. Ask for a demonstration – see how easy it is to use. All the smart money goes in to making call retrieval and playback easy so find out how you track calls from Doncaster six weeks ago on a Friday afternoon before tea break taken by Charlie in the call centre.

2. Ask for reference site – customers of a similar size and functionality to your own business. Don't be afraid to speak to them and ask questions.

3. If your business is growing then make sure that the system you buy today has the capacity to expand to meet your future needs.

4. Check out not only how and where calls are recorded but also how they are archived. Using tapes should be avoided, most will record to hard drives so ask if anyone on the network can play them back – with security clearance of course.
Telephone Systems
Free Buyers Guide
 
Become a Partner|Terms & Conditions |Privacy Statement |Links |Sitmap | © Miles Publishing Limited |
 

www.Comms4Business.com

Comms4Business is a complete online resource providing free independent and unbiased telephone systems advice to help you select and purchase the best telephone system for your business and find accredited resellers in your area. Comms4business is supported by the worlds leading phone systems manufacturers and all resellers on this website are accredited by their respective manufacturers, ensuring the quality of service you expect when purchasing phone systems and related services.

All product information within our site is factual and details product features, applications and future expansion capabilities in an easy-to-understand format. Free brochures and current information is available for Aastra, Alcatel, Avaya, Inter-tel, Panasonic, Samsung, Siemens and Toshiba phone systems and telephone handsets.

We simply provide a user-friendly, jargon free environment for businesses of all sizes to research and compare telephone systems. Our aim is to make the selection process easy by keeping things simple. Copyright © 2005 Comms4Business


Please use the links below to research information and learn more about phone systems, telephone technologies and related telecommunications solutions and services.

 
Alcatel Alcatel Telephones Avaya Systems Avaya Telephones Aastra Aastra Handsets
Inter-Tel Telephones Samsung Samsung Telephones Siemens Handsets Siemens Panasonic Telephones
Toshiba Telephones Toshiba Inter-Tel Panasonic Jargon Buster Phone Systems
Which Phone System Accredited Resellers Free Magazine Telecommunications News Telecommunications Links Buyers Guide

These links are intended to provide you with all the latest news, current updates, free brochures and relevant information to help you learn about telephone systems and their related technologies and enable you to find the right phone system for you business. If you still need further help to clarify your requirements, then use our “Locate A Telephone Reseller” tool to speak to an accredited reseller in your area.

 
Miles Publishing Limited
Reg Office: 15 – 19 Cavendish Place, London, W1G 0DD Reg No: 4501494