Call Recording Network Call Recording

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Call Recording Network 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.

Network Call Recording

Network Call Recording is a form of Call Recording where the records are saved onto the network rather than any type of hardware, so no equipment is needed, and therefore there is even less disruption and maintenance than normal. Network call recording is very reliable and is becoming increasingly common.

Network Call Recording allows you to record all of your calls or only a random selection of them. This will depend upon what reason you are recording calls for i.e. legal reasons or quality control reasons. As network call recording doesn’t require hardware, it is a quicker solution to install, making it quite an attractive solution. For more information, contact Elite.

Features

  • All data is stored automatically online or on your company’s private network. We will provide you with security measures to look after your data, ensuring that only the authorised employees can access it when given the required password and access codes.

  • Network call recording still has all the features of other kinds of call recording, just with added bonuses. It can come as ad hoc call recording or just the regular kind, depending on what is best suited for your individual business.

  • If you already have a call recording system but would like to switch over to Elite Telecom to use the Network Call Recording instead, we can do this for you. You can then avoid having to upgrade frequently and you can say goodbye to all the clutter of hardware and software.

Benefits

  • No hardware or software is needed so there is nothing to physically install, we can do it all remotely. This allows your office to be free of added and unnecessary equipment and devices, as well as no added costs for the hardware.

  • Network call recording although newer than ordinary call recording, comes with reduced costs, because as mentioned in the previous point, there is no need for new hardware or software so it’s saving you and us the cost of buying them.

  • You can record all incoming calls as well as outgoing calls within your business with your network call recording system very easily. If it is constant then it is always automatically on, and if it is ad hoc then it starts simply at the push of a button on your keypad.

  • When it comes down to Network Call Recording, all the data is stored in one place, and you become the auditor. You can check over your own data and staff, check up on whoever you want, whenever you want, conduct training, track down problems and create your own reports using only the information that you require.

More Information

    The main advantage of having your call recording hosted over a network is that there is no longer a need to have added software and hardware. Hardware in particular is the biggest annoyance in terms of space. You also have to keep hardware up to date so once you buy one, you have to keep upgrading every so often, which can be costly and also a pain. Software can be frustrating, with compatibility issues on your work station, and also having to install the software yourself via CD-ROM. Things are changing and now; with Network Call Recording we can install the system from a remote location causing no hassle to your business and its telecommunications systems, or any systems for that matter.

    Having all phone calls made allows the manager of a business, particularly a call centre based business to monitor their own departments called and identify any problems that may occur. It also helps them to understand the issues and difficulties that their sales representatives are faced with by callers. They can help them to overcome these issues, buy maybe providing more training or another procedure which you may already have in place at your company. You can also check improvement on sales representatives by seeing the difference in their calls over some time.

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