What to Consider Before Purchasing a Call Recording Solution

Call recording – it’s one of those things that can annoy a customer, improve performance for a call center agent and get a president in trouble. Regardless of any negative associations on a broad scale, recording the live interaction presents considerable value for the organization. The challenge in the corporate environment is selecting the right solution to fit the needs of the environment.

A recent Mind Prints report examined important factors to remember when purchasing a call recording solution. While some managers may be tempted to purchase a solution based on low cost alone, they may actually waste resources by trying to make the solution fit their environment. It’s important to first understand the needs of the organization and then select a solution that meets those needs.

For instance, is it preferable to have a solution that is simply user-friendly? Or will the system be operated primarily by an IT expert? It’s important to clarify how the solution will be launched within the corporate environment to know how the solution should perform. There is a big difference between the call recording solution that everyone will access and control versus one that only provides access to IT.

Before deciding on a call recording solution, it’s also important to evaluate how calls will be retrieved. Are the call records used only in dispute resolution situations, or do they need to be available for all regulations? In both situations, it’s important that the recorded calls are categorized and stored for easy retrieval. If the internal staff necessary to facilitate such a project is unavailable, it may be necessary to invest in a solution that will do it automatically.

The type of information recorded is also an important consideration as it can dictate the type of listening methods that are appropriate. For instance, proprietary software may make the sharing of the recording data difficult when a regulatory compliance situation arises. A media player without proprietary constraints may be the preferred channel as it allows for easy analysis and file sharing.

Scalability is also an important consideration with any technology investment. If the environment is one on a path for growth, the selected solution must be able to grow effectively along with the business. At the same time, unlimited scalability may put the solution too far out of price range, especially if the pace of growth is slow.

Where the system will be used is another important consideration. If the organization has multiple remote locations, it may be important to consider a call recording solution that is available online. The policy in place to support the remote locations will also need to support the recording solution.