Bulk Call Recording

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Call Recording Bulk Call Recording

1. Consider how many people you need to record calls. Are you recording everyone or just those in the contact centre, or those performing specific tasks and/or operations?

2. What is your seating policy? Where "free-seating" agents are employed, tracking and recovering calls to a specific agent can become tricky. The recording needs flags and identification, so calls can be linked to agents, agent PINS or extension numbers. The indexing of calls and their retrieval from the storage source will then require the use of a PABX CTI link.

3. Trunk-side versus extension-side recording. If you choose to record on the extension or internal side of the system then you will be able to track agents' conversations. Trunk-side highlights the customer side of their contact with your business. If you opt for extension-side recording then the type of PABX, ACD or call centre you are using becomes a critical factor.

4. How long do you need to store recordings for? For what length of time should you maintain your current logs and call transcripts? Is this a requirement?

5. How important is it to you if you lose recordings due to a system fault? Does it actually matter if you lose recordings? If yes, decide on a level of resilience which would be sufficient.

6. Consider if you require online storage and, if so, how much? How quickly do you need to retrieve a recording? Speed of retrieval is dependent on how far back into the archival records a call has been recorded. While the call index can quickly identify which recorder, and even which tape to install into the recorder, the access time will include the physical act of finding the relevant tape and inserting it into the recorder. For calls that are still resident in the online hard disc storage the access time can be no more than a few seconds.

7. Do you need to record calls at more than one site or do you plan to do so in the future? Will you require the ability to locate, retrieve and play back calls from any site to a central site? If telephone calls are recorded at one site only do you want the ability to locate, retrieve and play back calls at a remote site/office?

8. Channel selection Digital voice recorders have the ability to select individuals or teams of workers, staff IDs or extension numbers only to be recorded over a specified period, thereby drastically reducing the number of channels to be recorded. Would channel selection provide a more cost-effective solution to your voice recording needs?

9. Compatibility and integration. Voice recording systems are every bit as sophisticated and complex as their respective telephone systems and switches and so a good provider should be able to suggest a system that will be compatible with your existing infrastructure.

10. Maintenance. Have you thought about maintenance and administration of the system once it is installed? It should not just be viewed as a passive piece of equipment. Problems often occur when moving office or extensions, adding users or upgrading/making changes on your switch. In some cases there is no longer a physical connection to the voice recording system but this still needs to be administered in the correct way to ensure problems do not occur.

Bulk Call Recording

Bulk call recording is where every single inbound and outbound call is recorded and the data is stored. This is often used more so for compliance or regulatory purposes, and it is also used commonly in the finance industry. Many industries have opted for bulk call recording including the emergency services and other companies for security purposes, and it is becoming increasingly popular.

With bulk call recording, you can easily just leave the system to it and carry on with your business. Bulk call recording will record all calls and store all calls so you will never miss anything important – in fact, you won’t miss anything at all!

Features

  • A call recorder (device to actually record the monitored calls) is provided with your purchase of your call recording system. It can be built into an existing phone system or computer  system, so none of your hardware has to change unless you want it to.

  • Instead of a call recorder you can decide to go with network call recording which means you do not need any added hardware or software, decreasing the amount of clutter around the office and saving you from installation because we can do that for you.

  • We can also offer a security service with this product. If someone leaves a voicemail open or if someone is giving private information over the phone, the data is dangerously accessible to any person passing through, which is not taking good care of customers information, so an encryption device can be provided to protect you and your customers.

Benefits

  • A call recorder (device to actually record the monitored calls) is provided with your purchase of your call recording system. It can be built into an existing phone system or computer  system, so none of your hardware has to change unless you want it to.

  • Instead of a call recorder you can decide to go with network call recording which means you do not need any added hardware or software, decreasing the amount of clutter around the office and saving you from installation because we can do that for you.

  • We can also offer a security service with this product. If someone leaves a voicemail open or if someone is giving private information over the phone, the data is dangerously accessible to any person passing through, which is not taking good care of customers information, so an encryption device can be provided to protect you and your customers.

More Information

    Bulk call recording will be more useful to some businesses than other types or visa versa. The beauty of bulk recording is that it is recording constantly, and you don’t need to switch on or off, so this can be used for security reasons, or in security, or even to monitor new staff when they are in training. The Police Force use this product to monitor all their calls.  If you need your calls being recorded all the time then bulk call recording is most definitely a solution for you. It saves you money instead of a pay as you go system where recorded calls are charges on use. This would be an expensive solution if you always need the data.

    This way of call recording records the calls all the time rather than selected times or calls. It is a quick and easy to use way of monitoring the functioning of the call centre side of things and helps to identify any problems that might come up.

    For bulk call recording to work properly, the host, in this case Elite Telecom, has to provide the company with the relevant hardware and software, (unless it is network call recording) and all that is required from your business is a secure internet connection, preferably a business broadband connection. It is usually held over an IP based network. IP is much faster and never switches off so much less hassle than a dial up connection. It also reduces costs again with just a monthly line rental rather than a pay as you surf system. Elite Telecom can provide you with your business broadband if you don’t already have it in place. As well as internet lines, Elite has a number of other services and products to offer, all of which are listed on this website. Some examples include video conferencing, call queuing, VoIP and IVR.

    The advantage of choosing Elite is that your mind can be put at ease. Our staff have years of experience in providing telecommunications to businesses and all our staff are fully trained in the area they work in and have a knowledge of every product and service we provide. Elite understands how vital a phone system can become to a business, so take care of  you every step of the way, offering you help and advice throughout consultation, installation and onwards.

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