Call recording

Call recording is the ability to record telephone conversations for later playback and analysis. This encompasses the recording of both ends of a telephone call for incoming, outgoing and conference calls. Conversations are recorded to a storage medium, often a hard disc on a local PC, or network device. Key features would include a fast search facility to track down recordings for playback.

Benefits

Call recording delivers peace of mind for users. The information recorded is valuable and may be used for training purposes as well as in dispute resolution of false claims. Not all users need full blown and sophisticated call recording systems. There is a case for more cost effective systems that archive calls for a set period of time.

Call Recording in Action

A kitchen and bathroom equipment trade supplier was dogged with problems of getting suites and fittings to building sites at the right time. Site foremen at regular customers phoned in to the supplier to schedule the orders and this resulted in many deliveries being turned away as the builders were either not ready to accept them or they claimed the wrong goods were delivered. By installing a call recording system the supplier was able to record all orders placed by phone and their agreed delivery times. Overnight disputes such as these virtually stopped as the supplier was able to prove they had delivered what was ordered at the time requested. The supplier increased productivity by reducing the number of deliveries per order. Because short term, 90 days retention of recording was suitable for this application, the user also saved money on their call recording system.