One of the first questions when purchasing any new products is on price; how much will this cost me? Price plays a major part in any decision-making process, and can often be the crucial factor on whether you buy something or not. To ensure you are in the most informed position possible when making any decisions on call recording we are here to provide you with some indicative costs on call recording.
Who are you recording?
Traditionally costs are dependent on the amount of channels (number of phones or phone lines) or users. It is important to understand everyone in the business who will require call recording, as it more cost effective to purchase in bulk up front.
Know exactly how many staff you wish to record, also ask your supplier is there any breakpoint for increased discount.
What are you recording?
There are many different methods of recording and technology today is able to record anything from analogue lines, digital extensions, ISDN trunks, VoIP and mobiles. The call recording technology underneath each of these methods is different, and costs will vary dependent on what you are trying to record.
Speak to a call recording specialist who will help you understand the most cost effective way to record, and could also recommend any telephony changes that could reduce costs.
What functionality do you need?
The basic ability to record and playback telephone conversations is a default in all solutions, but now systems can offer additional software to compliment a variety of business challenges. This includes Quality Monitoring to help score advisors providing customer service, PCI DSS Compliance to ensure sensitive card details ARE NOT recorded and even analytics technology to help identify calls containing specific key words.
Communicate your recording end goal (improve customer service, resolve disputes, achieve compliance) to your supplier and they can then advise on the best functionality to achieve this.
Taking all this into consideration how much does call recording actually cost? We have outlined come indicative costing below, taking into account implementation, training and support.
• For a 24 channel digital system with basic search & replay the cost would typically be between £13,000 – £16,000.
• For 30 users of VoIP with Quality Monitoring the costs can range from £20,000 – £25,000
• For 16 channels of analogue with basic search & replay the range would be £12,000 to £15,000.