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Quality Management

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

How to Evaluate Call Recording Software Solutions

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Companies considering the addition of call recording software will find a variety of options to choose from. While most call centers will have similar needs, there are specific challenges that will favor some solutions over others. The size and structure of the call center, the call volume and the type of industry served are just some of the factors that should be considered when selecting call recording software. Before making a decision, evaluate your company’s objectives in the following areas:

Implementation
No call recording software solution is effective if it can’t be implemented and configured to meet the company’s unique needs. Another key decision point to consider is the choice between traditional software, which requires the purchase and installation of hardware and software, and cloud-based solutions, that are delivered as a web-based service over the Internet. Evaluate not only set-up time in the main call center plus any remote locations and home offices, but also the training time that will be required for managers and agents to become familiar with everyday use.

Functionality
Functionality covers a wide range of services and capabilities such as:
  • On-Demand Recording
  • Live Monitoring
  • Search and Retrieval
  • Call Playback
  • Selective Recording
  • Look-Back Call Recording
  • Multi-Site Call Recording
  • Call Tagging/Exporting
  • Audit Trail
  • PCI Compliant
  • Secure Access
  • Auto-delete
  • File Management/archiving
  • Metrics and Reporting
  • Administration and Management
Prior to assessing call recording software, create a list of preferences and prioritize them by importance. That will make it easier to assess the choices available and achieve call center optimization. One of the most significant aspects of functionality is metrics and reporting. The key to workforce management is in knowing how personnel and assets are being utilized, where they are falling short and where there is room for improvement. Call recording software and call quality management should be the primary source for these insights.

Cost
With call recording software and any other enterprise software there are three major cost components to consider:

1. Upfront cost: Software, hardware, licenses, implementation and training
2. Ongoing costs: Maintenance, support and operation
3. Upgrade costs: New features, updated hardware, etc.

The differences in cost are particularly notable when comparing installed software with cloud-based solutions.
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