Skip to main content
Implementing Call Recording

Implementing call recording


Implementing Call Recording

Call recording and its associated advanced applications (like quality monitoring and workforce management), covered under the term Workforce Optimisation, are a great way to monitor your company’s interactions with your customers. The systems can be used not only for dispute resolution and improving agent quality but also to gain valuable customer insight.

For an organisation that wants to embrace these technologies there are a number of things to think about, outlined below.

People that need to be involved in the project

This should cover both business and technical roles. From the business side you need to determine what the requirements actually are. Organisations often state they want a particular product but the real focus should be on the problems you want it to address and then let your supplier provide the solution design, after all this should be part of the service.

From the technical side, people who understand your telephony and IT infrastructure including networking should be included before, during and after implementation. They may have strict guidelines on the kind of technology that can be deployed - after all they have worked hard to build a secure technology infrastructure which everybody uses day in day out, so this should be addressed as soon as possible. Nobody wants to get to installation stage and find you hit a brick wall.

Hosted or CPE?

With cloud technology now in full flow a lot of organisations feel hosted telephony and recording is the way to go. Hosted allows you to pay monthly opex charges rather than a large capital outlay but you are fully reliant on a hosted platform. Questions you need to ask suppliers are around security and access to recordings both during your contract and after. It is also worth asking how they will capture additional call data from your telephony environment and what is their Disaster Recovery plan.

Vendor Selection

There are many call recording companies in the marketplace including the manufacturers themselves. However they are typically under-resourced when it comes to engineering and support. The best option is normally to go with an independent recording provider as they will choose the right product from a portfolio and ensure that the solution matches both your needs and your financial budget. Make sure you check their engineering resource, their SLA’s (Service Level Agreements) and get a couple of references before finally selecting a vendor. The main thing to also consider is that even if two vendors provide the same solution the pricing may be different but paying a bit more for a better ongoing service should be worth it.

Deployment Considerations

Any reputable recording solution vendor will provide a project manager who will ensure the smooth installation of the solution. They should provide training and consultancy services to ensure you get the most out of your system, and will be able to tailor a maintenance contract to your requirements. Don’t forget however that to ensure a smooth installation there is a requirement on your side to ensure that all pre-requisites have been fulfilled before installation commences.

Following the above high level guidelines should ensure that you choose the correct solution, it is installed to your satisfaction, and you form a true partnership with your chosen vendor.