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Quality Management

Practical information about call center recording software, call monitoring and quality assurance for contact centers

Call Recording Software Selection Guide: 10 questions to ask

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The process of selecting a cost efficient and effective call recorder system can be made simpler by knowing what questions to ask prior to purchase.  

1. How much effort is required to set up the call recorder program?

Find out not only about installation time and effort for installation and configuration, but how much training may be necessary to management and staff to become acclimated to using the call recording software. 

2. Can the call recording system be used across multiple sites and home agents?

The system should be able to accommodate more than one call center and an increasingly mobile workforce such as home agents. 

3. How efficiently does the system locate and play back recorded calls?

Ask about how quickly calls can be retrieved, and how management can search for specific calls (by duration, client, date, etc.) This is critical, since the whole idea of call recording is to easily find and retrieve selected recordings. 

4. Is the call recorder system compliant with PCI guidelines?

Confirm that the call recording software complies with all PCI regulations and other regulations that are relevant to your industry. 

5. How much does the system cost?

Consider not only the initial purchase price, but any additional costs for implementation, training, support, ongoing maintenance and future upgrades as needed. 

6. Can the system be scaled and targeted?

Installation of a call recorder program doesn’t mean every incoming or outgoing call will or should be saved. The system should target those departments where records are necessary, and bypass those where they are not warranted. And if the company grows or downsizes, the system should be flexible enough to adapt without exceeding its capacity, or forcing the call center to pay for capacity it no longer needs.

7. How long will it take to install?

Conversion to new call recording software, or a first-time installation of a call recorder program will inevitably involve some inconvenience and disruption of business. Find out how much time is necessary for configuration, roll out and testing, and minimize downtime as much as possible. 

8. What are the key capabilities?

Prior to assessing call recording software, create a list of preferences and prioritize them by importance. Consider features such as on-demand recording, live monitoring, search and retrieval, selective recording, multi-site call recording, audit trail, etc.  

9. Can this call recording system work with a different phone system?

Some call centers will change from digital to VoIP recording, or perhaps combine the two. Make sure the call recorder system can adapt to this transition. 

10. How is call monitoring data stored?

Storage of data may occur onsite or at a separate location, on the company’s servers or separate devices. Ask about storage preferences, especially if data may be stored at multiple sites for multiple call centers.

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