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Quality Management

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

How to Overcome the 5 Top Call Recording Challenges

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We’ve said it before and we’ll say it again: adding call recording software to a call center is a great idea; adding the right call recording software is an even better one. When you are ready to make the decision, be assured that the software you choose is capable of overcoming these common challenges.

1. Compliant Recording


Before integrating a call recording solution, make certain the system is compliant with PCI guidelines, FCC regulations, and international law. The PCI standard requires file encryption, secure storage and the deletion of certain information, such as credit card security codes. The FCC requires call monitoring to be revealed prior to a recording device being used. Verbal or written consent must be given. Countries such as Canada, Britain and Australia have separate regulations for call recording software.

2. Efficient Call Retrieval


Speed should be a significant determining factor when choosing a call recording system. The data stored on call monitoring software won’t be as useful if it takes forever to find it. Effective call recording also means effective call retrieval from the server to the system, from any location. 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, not minutes or even hours.

3. Secured Access


Effective call recording should always be safe, and implemented with the proper restrictions regarding employee access. Find out how the call recording software prevents information theft, and how it restricts information access to specific individuals or groups. Make sure data collected is secure, encrypted if necessary and protected from hackers and other threats.

4.  A Reasonable Investment


There is more than one cost to be considered with call recording software: 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.

5. Ease of Integration


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 long it takes for initial set-up of the call recording system, as well as how long it will take to train call center staff on its proper and productive usage? Another important element is the integration to other workforce systems. For example, it might be beneficial to have call recording integration with workforce management (e.g. start a call monitoring session when a call takes too long) and with quality management (e.g. add quality scores to recorded calls). 

For more information, please also see our whitepaper about call recording or watch a short video to learn why the integration of call monitoring and workforce management can take your call center performance to a whole new level.

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