Call Recording: Everything You Need to Know for Your Business

The purpose of every software and tool is to simplify the working process of the organization and make it seamless. What do you think your business needs right now?

Better productivity?

Satisfied customers?

Real-time insights?

All three?

Well, the call recording feature of the contact center can help you with all the above. You also get:-

• Insight into how employees are using company property and technology,
• How business managers can coach & improve team performance, etc.

Recording of calls has a broad spectrum that you’ll read in this blog. Grab the information to optimize your company’s operations and improve employee performance.

Brief History of Recorded Calls

Phone recordings have been in use for over a century. Theodore and Carl Freese were the first to patent a wax disk device in 1903. They used it as a call-answering mechanism for pre-occupied recipients. It never became a common practice, but the idea led to the development of an original wax disk recorder in 1930. The machine used magnetic tape to make and store recorded sounds.

Over the years, various machines were developed-each smaller, more user-friendly, and with great recording ability than the last. Now in the 20th century, call recordings have become digital. They are now part (integrated) of existing call centers and business telephony platforms. All because of cloud technology.

About Call Recording Software

The software records phone conversations over VoIP (Voice Over Internet Protocol) or PSTN (Public Switched Telephone Network), further, stored in digital audio format. Call centers and contact centers record and monitor all inbound and outbound call activities within the organization to make intelligent business decisions. Better insights mean more promising customer experiences.

Call recordings play a crucial role in quality management. Also, help supervisors:

• Regularize the call flows and cross-selling products,
• Evaluate the impact of new promotions,
• Read customer sentiment,
• Identify experience trends, etc.

Legal Structure

Have you ever heard these words during a customer support call?

“This call may be reviewed or recorded for quality and training goals…”

It means the company is asking for your consent before recording the call, which is compulsory. Call recording system isn’t new in the modern marketplace. However, the customers’ demand for more privacy and protection of their sensitive data; made everyone wonder about its security.

Many corporations in various industries are often mandated to document calls for data protection and compliance purposes. Though these compliances, rules, and regulations differ in every country.

Some of the most prominent rules and regulations applicable in the contact centers of India are:

• Consent to record
• Payment Card Industry – Data Security Standards (PCI)
• General Data Protection Regulation (GDPR)
• Information Security Registered Assessors Program (IRAP)
• Market in Financial Instruments Directive II
• Health Insurance Portability and Accountability Act—Privacy Rule (HIPPA)
• Telemarketing Sales Rule (TSR)
• Telephone Consumer Protection Act (TCPA)

*Extra Pointers for your Agents

Use handy phrases for call recording consent. Inform your customers that the call will be recorded, and if they choose to process the call, they’re consenting to record.

Call Recording Purpose

Do you think call recording can really make a difference?

Yes! It does.

• It helps call center managers train new hires and improve customer experience.
• Let you confirm details for conversation, ensure compliance, etc.
• Improve the quality of calls and upgrade the skills of the representatives.
• To capture the missed or forgotten details during the call/conversation.
• To track every piece of information related to the customer for better customer service.
• To identify customer behavior and customize plans and products for them.
• To use call recording as a verbal record and resolve customer disputes early.

Types of Call Recording Software

There is three basic call recording software, so choose wisely depending on your business needs and compliance requirements.

Call Center/Contact Center Software

Call centers and contact centers are now advanced solutions that can capture audio (sometimes screens) and recordings of calls to or from the call center. Call recording is part (integrated) of the call center solution leveraging the cloud technology that enables businesses to take calls, record, and store them—all in one convenient place.

PBX Phone System

PBX is a traditional—old-fashioned system, which stands for ‘Private Branch Exchange.’ Here, the admin of the PBX system can set up a call recording feature (which requires more work) with your provider support.

Third-party Software

Third-party call recording software is a separate application that opens in a different window. Some contact centers may be using it. But all it does is increase the burden on representatives who take tens or hundreds of customer calls a day. They have to manually click every time to record a call, which will make it difficult to access in one single place. This may be a burdensome decision for the organization.

Call Center Recordings are Key for Better Efficiency

No matter how big or small your organization is, call center recording is necessary for running a modern contact center. A good call recording goes long way, improves customer experience, and offers quality control, compliance, and more. Before making any decision, create an outline of what your actual recording needs are.

If you need call center recordings, then connect with our experts and set up your contact center in minutes.