Call Recording Challenges: How to Avoid Them
There are many different call recording software solutions available. While their essential purpose remains the same, there are variations in functionality, implementation and cost that should be reviewed by contact center management so that an informed purchasing decision can be made.
The objective is to add all the advantages that call recording provides, without introducing new challenges. Like these:
1. Finding Specific Calls
The data stored on call monitoring software won’t be as useful if it takes forever to find it. If a manager needs to locate a specific call or series of calls, and the effort proves frustrating and time-consuming, the system is useless. The system should carry out the call retrieval function based on any number of “tags” that can be affixed to a specific call. Typically, the response to a command such as “Find Alan Martin’s most recent call” should be done in seconds.
2. Protecting Customer Information
At a time when there are too many news stories about security breaches, and customer data falling into the hands of hackers, it has never been more essential to utilize a call recording solution that is safe. It should assist in the prevention of information theft, and restrict information access to specific individuals or groups. Make sure data collected is secure, encrypted if necessary and protected from hackers and other threats.
3. It Should Integrate Into Your Current Technology
Conversion to new call recording software will inevitably involve some business disruption, but it should be minimal. Find out how long it takes for initial set-up of the system, as well as how long it will take to train contact center staff on its proper usage. Another important element is the integration to other workforce systems. It is always beneficial to have call recording working with workforce management, as you’ll find in Monet’s Workforce Optimization solution.
4. It Shouldn’t Cost Too Much
Is there an initial upfront equipment/hardware investment and software license fee? Are there any costs that may be necessary for call center staff training, as well as internal operation costs and any future maintenance and subscription fees? Are there any other costs for implementation and integration with other systems? By investigating cloud solutions, even smaller call centers with limited budgets and resources can afford a system with the same benefits and advantages traditionally enjoyed by companies with much larger IT budgets.
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