Why Record Calls and How To Select the Right Recording Solution

September 12th, 2012 by admin

The importance of recording calls has grown in leaps and bounds during the last 4-5 years. The need for call recording has become very broad and includes quality monitoring, training, compliance, regulations, proof of call, liability recording, security and much more. Once a luxury that only enterprises could afford, call recording applications are being adopted by a lot of Small & Medium Businesses. Today there are enterprise grade recording solutions at affordable prices for SMB’s largely due to the size of the SMB market.

A number of call recording needs are driven by the following situations:

• Highly competitive markets where quality of customer service really matters
• High training and ramp up costs of customer facing employees
• Changing regulatory and compliance needs
• Transactions and commitments are made over the phone
• Ever increasing security threats and hoax calls

Call recording is increasingly growing into many such critical application areas.  This calls for careful and close examination of your recording needs in order to select the solution that is right for you.

Here are some of the key questions you should ask yourselves when making a decision and we will help you go over these steps:

• Does the application provide an easy to use interface? Can it be accessed without having to go to the server room every time?
• How easy is it for me to access a recording? Can I search based on date, time, extension id, caller id, dialed number, duration of the call etc? Here is just one example:
• Does the system provide a secure way to store and access recording and ensure that the recordings are tamper proof?
• Does the application scale as my business grows?
• Will the system be compatible with my future phone system upgrades and changes?
• What kind of Return on Investment (ROI) does the system provide?
• Last but not the least (or may be for some of you, first), will the solution fit my budget?

Markets are changing quickly. Competition is growing. As Intel’s ex-President Andy Grove wrote, only the paranoid survive. There are many Healthcare facilities, Doctors offices, Banks & Credit Unions, Stock brokers & other financial institutions, Auto Dealerships, Call Centers, Collection Agencies, Insurance companies, Mortgage, Utility companies, Schools, Government offices, Cities & Counties, Transportation companies, Taxi cabs and many other companies  recording calls for all the above mentioned reasons.

TouchPoint has several different solutions available to fit different needs.  There are add on solutions to existing equipment and applications that reside as licenses in new equipment.  Let our experts help you determine your needs and find the best solution for your company.

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