Call Center Recording Software Explained
The obvious function of a call center recording system is to create a record of conversations between customers and call center personnel. But the capabilities of call recording software now extend well beyond that simple task, and smart call centers are using the VoIP record to improve the safety, quality and effectiveness of their corporate communication. Unlike the voice mail systems used by consumers, VoIP calls travel digitally on computer networks, and are captured by call recording software and the use of a network router, switch and hub (or a direct connection from PC to VoIP phone). Some call recording solutions capture only in- and outbound calls, but other VoIP recorders capture internal traffic as well. Ideally, hosted call recording should be easy to install and use, with only minimal training required for call center employees. All primary functions – recording, archiving and retrieval – should be scalable and fully automated, and all calls should be stored on a secure server. A call recorder program should have the capability to save analog, digital and VoIP calls, and to allow authorized users to add relevant notes to a call within the database. It should also be able to collect several calls from one client and replay them sequentially, so call center personnel can trace the history of that client relationship. Benefits of Call Monitoring Call recording systems provide several benefits for call center management, personnel and clients. Analysis of a VoIP record can expose flaws and prompt changes that improve the efficiency of customer interactions and the performance of call center staff. Recorded calls can be used for agent training, and to address marketing challenges. A call recorder program also helps in setting disputes, and reduces liability exposure. Allegations of what was said or promised can be instantly verified – or abolished – by accessing the actual call record.
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