Call Center Recording & Call Monitoring Software Defined

What exactly is the function of call monitoring software? What tasks should a call center recording system execute, and how should different systems be assessed?

Here is an overview of the most significant aspects of call monitoring software, and how it both improves call center efficiency and provides protection from litigation risk.

The primary function of call monitoring software is to capture and store every (or selected) call center transaction, and to provide insights based on the information compiled in these calls (on such topics as length of call and outcome of customer engagement). Data should be organized and stored in a manner that makes it easy for management to retrieve and review individual calls based on specific criteria, including phone number, agent, date and time of day.

There are several features call centers should expect from a call center recording system, including on-demand recording, selective recording, filtering and auto-delete. Affordability, ease of set-up and training, and security should also be factors in product selection.

Some means of call recording is now essential to demonstrate adherence to industry regulations and policies, and as a common sense measure to mitigate risk of lawsuits. However, call monitoring software must also be compliant with the PCI Data Security Standard that governs the processing, transmission and storage of credit card information.

As industry regulations change, call monitoring software should also be flexible to adapt to new guidelines, as well as scalable to react to change and expansion in a call center environment.