![]() In different sectors, different types of data should be kept stored for different periods of time. Your system must support flexible data retention rules Recording is a mission-critical system, so every component should be fully redundant. The recording should be aligned with the PBX’s geo-redundancy structure in order to ensure a minimal loss even when a disaster occurs. With thanks to Martyn King at Nexbridge Ensure minimal loss even when a disaster occurs If this is via an external website, this should be hosted on a secure site using SSL and should include password-protected user accounts. Your interface should only be accessible by nominated and authorised staffįor data protection reasons, security is a critical feature of any call recording solution.īusinesses should ensure that their call recording interface is only accessible by the nominated and authorised staff. ![]() An intuitive interface and effective search facility means less time spent resolving issues and greater efficiency for your agents, team leaders and call centre managers. The ability to stream and download recordings is also essential. The call recording interface must allow you to archive, query and locate individual call recordings (or batches of recordings) from a large database. With thanks to Tim Thurston at Business Systems (UK) Ltd The ability to stream and download recordings is essential This type of technology can help contact centres greatly reduce the costs of maintaining older systems alongside their newer call recording investments. There are products out there which act as a portal, providing a single user interface to find and play back calls across multiple recording systems, old and new, on-site and off-site. So when investing in a new call recording system, always ask how you can easily access recordings from older legacy systems alongside more recent recordings should the regulator demand it. Some industries have to retain call recordings for a number of years depending on the regulation in that particular sector, the insurance industry for one. Double check that you’ll have access to older recordings too If you want your supplier to be able to remotely access and resolve issues for quicker problem resolution, then shop around to see who can provide flexible and varying levels of support contracts. Think about your contact centre opening hours (for example, do you work over the weekends?), then get support to match your business hours. Similarly, when buying call recorders from telephony providers, they are generally only able to provide first-line support and typically may need to refer issues back to manufacturers – leading to delays in response times and fixes.Ĭall recording systems and their ancillary applications can be deceptively complex and it is worth taking the time to ensure you get competent support that matches the operational needs of the business. It’s important to remember that call recording applications are technical systems and some manufacturers are not always geared up for support, and may place more emphasis and resource on product development, which is understandable. Complex systems need extra levels of support This also should take into consideration any compliance regulations which need to be met and any internal risk management protocols the organisation has in place. Your supplier needs to be able to configure the call recording system in the way you want it to work for you, defining user privileges that meet your business requirements. You should also look for systems which can easily be configured to allow your agents access to their own calls, so that they can self-evaluate and focus on areas for improvement. Giving access to the right peopleĬall recordings can contain sensitive information and thought must go into who you want to have access to the recordings and who you want to entrust with managing and administering recordings. When asking your supplier about voice recording, it’s generally a good idea to find out if the proposed solution can integrate into your telephony or switch at the required level to provide this type of flexibility – and can then support that integration on an ongoing basis. It’s no longer good enough to be able to search by extension, date and time, contact centres want the flexibility to do things like search by agent ID in a free-seating environment. Organisations are asking for ever more complex ways to search for and find their recordings. Increasingly, one of the key features customers are asking for within their call recording system is advanced ‘search ability’. The flexibility to search by agent ID in a free-seating environment We asked our panel about the key features to look out for when purchasing a call recording solution.
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