Call Recording On Demand Call Recording

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Call Recording On Demand 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.

On Demand Call Recording

On demand call recording, unlike other kinds of call recording, focuses on recording outbound call only. This gives your business a simple way of analysing and observing how your calling agents handle their outbound calls. You can identify strengths and weaknesses of the agents.

On demand call recording, unlike other kinds of call recording, focuses on recording outbound call only. This gives your business a simple way of analysing and observing how your calling agents handle their outbound calls. You can identify strengths and weaknesses of the agents.

Features

  • On demand call recording records and stores the data from outbound calls only. This has different benefits to the other types of call recording, but which one you choose depends on your business and requirements.

  • If you chose to go with hardware call recording we will always provide call recording devices when you buy the product. This can be built into your computer or phone system so none of your hardware has to change unless you would like to purchase a new phone system where call recording is already on it.

  • Elite Telecom also offers security services to businesses when using call recording. If someone leaves a voicemail unattended or if someone provides private information over the phone, the raw data is easy to access by anyone, which is not good for confidentiality purposes, so encryption can protect your customers and your business.

Benefits

  • You can start the recording easily at the touch of a button whenever you like with ad hoc call recording, or you can have bulk call recording on all the time. Either way, you get to choose whether you would prefer a network or hardware system too, so it links in with all the other kinds of call recording. With it being so easy, you do not need extra staff for this system.

  • You can choose whoever you want to record and when. If there is one person who you feel needs some observation, whether it be checking up on an calling agent you are unsure about, or you need to provide evidence to or against a customer, you can select and record that call only.

  • The call recording can be set up wherever the calls geographical location might be. Employees who work from home on the phone system can be recorded. And you can also record off site call centres. Anything that is linked to your company or business can be recorded,

  • Not only can you record the calls with Elite On demand call recording, you are able to listen in on the call too. This might be very useful to some businesses but not to others. Examples are police observation methods, training purposes for new employees and businesses with suspicions about some of their call workers.

  • The system that Elite Telecom will provide is very easy to use. It is not like the old style systems where you would have to buy new hardware every so often to keep it up to date, it can now be started and stopped using the IP based telephone system with one button on your computer or phones system.

  • When you have a number of calls saved, it is really easy to access your recorded calls and listen to them over a secure internet, preferably broadband, connection. The software Elite Telecom provides allows you to view any of the details such as time and date. As another option, you can set up the recording system so that the data automatically gets saved into a folder of your choice on your network or computer system.

More Information

    On demand call recording may be more useful to certain kinds of companies than any other type of call recording or visa versa. The beauty of on demand recording is that it is very flexible. It doesn’t have to be recording constantly, you decide when to record, or you can have it recording 24/7. These options could be used for security and/or observation purposes, or to monitor people in training – or maybe even new employees. If you do not need your calls being recorded 24/7 then Ad Hoc recording is definitely an option for you. Or if you do need it recording all the time, then you can choose bulk call recording. Either of these works with on demand recording.

    The advantage of choosing Elite to control your call recording for you is that your mind can be put at rest. Elite Telecom has years of experience providing telecommunication solutions for businesses.  All the staff are fully trained and experienced in the area they specialise in and have knowledge of every product they provide. We know how important a phone system can be to a business, so we make sure to look after yours every step of the way, providing your company with help and advice throughout our relationship.

    This on demand call recording just records the calls that are outgoing. It is a quick and simple way of monitoring the call centre side of things and helps to identify any problems there could be.

    For on demand call recording to work, the host, in this case Elite Telecom, has to provide the company with the required hardware (if not using network recording) and software, and all that is required from here is a secure broadband internet connection. It is usually run over an IP network. IP is much faster and is never switched off so it is much less hassle than an old fashioned dial up connection. Also, it reduces costs with charging through a monthly line rental rather than a pay as you go payment. Elite Telecom can also provide you with your broadband internet if you don’t already have it in place in your company. Elite has a number of other services and products to offer, all of which are named and explained on this website.

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