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Why record your PABX switchboard telephone calls in the first place?

There are many benefits for recording telephone calls. It provides an accurate record of what was said between the two parties.

Call recording voice files can be attached to client records.

PABX telephone voice recording provides a perfect aid for dispute resolution and compliance requirements.

In short, PABX telephone switchboard voice call recording puts the individual and the company in control of all conversations between staff and customers.

By recording your PABX switchboard telephone calls:

You can resolve ordering queries and eliminate the discrepancies that often arise from telephone conversation orders. You can increase overall productivity. Internal calls and outgoing PABX extension telephone voice calls can be recorded, thus preventing telephone call abuse. You can reduce telephone call costs. A significant volume of unnecessary calls is eliminated once staff members know that their telephone calls are being recorded. You can enhance the quality of service delivery in telephone communication with clients. You can settle 'he said, she said' telephone voice call disputes at the level of origination and eliminate the need to involve management, which wastes valuable resources and precious time. You can use telephone voice call recordings to assist in court proceedings, by providing solid evidence of the spoken word.

There are many considerations impacting choice when selecting a recording system. The following points should help you identify the type of solution you will need.

1. How many people do you want to record? Are you recording everyone or just those in the contact centre, or those performing a specific task or operation?

2. Trunk-side versus extension-side recordingIf you choose to record on the extension or internal side of the system then you will follow the 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 an important factor.

3. Do you operate a free-seating policy? Where “free-seating” agents are employed, tracking and recovering calls to a specific agent becomes more complex. 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. 

4. Do 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.

5. How long do you need to archive recordings for? How long do you maintain your current logs and call transcripts for? Is it a requirement to do so?

6. 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, what level of resilience or redundancy would be sufficient?

7. Remote access.  Do you record telephone calls at more than one site or do you plan to do so in the future? Do 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. 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.

10. 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.

  • Purchasing a recording system

    Once you have a clear idea of the type of system you want to invest in, there are a number of ways it can be acquired. For those organisations that prefer to have their system on site but still don’t want the upfront cost of acquiring it, many companies offer innovative financial arrangements for rentals, leasing, purchase and managed services.

    Rentals should be considered for short-term telephone call recording requirements or as proof of concept when seeking buy-in! But don’t fall into the trap of turning the rental into a long-term practice, which, when calculated, shows that the system could have been purchased at less cost than the overall rental.

What kinds of companies record their telephone calls?

All kinds of companies should use telephone call recording voice logging. It is ideal for general business use, a must in call centres and crucial within financial, healthcare or legal organisations.

Typical users of telehone call recording voice logging are to be found in industries including:

  • Finance: Telephone call recording for banks, building societies, insurance companies, etc.
  • Pharmaceuticals Utilities: Telephone call recording for oil companies, electricity gas suppliers.
  • Training: Telephone call recording for telephone training, call centres, etc.
  • Legal: Telephone call recording for Legal, Judicial or Advisory Bodies: police, lawyers, etc.
  • Travel and Tourism: Telephone call recording for airlines, estate agents, tourist organisations, etc.
  • Automotive: Telephone call recording for vehicle breakdown services, couriers, etc.
  • Education: Telephone call recording for universities, etc.
  • Media: Telephone call recording for television, radio, newspapers, etc.
  • Healthcare: Telephone call recording for hospitals, medical schemes, emergency services, etc.
  • Telecommunications IT: Telephone call recording for mobile operators, help desks, service providers, etc.
  • Retail: Telephone call recording for electrical online stores, mail order, etc.

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