Unique Original Articles » Call recording for businesses – a general guide

What is call recording?

Call recording is exactly what it sounds like – a procedure put in place to record calls made into and out of a company. This could be done using traditional tape recording equipment, or digitally using a computer.

What are the advantages of call recording?

There are very clear benefits for businesses in having call recording in place. Not only does it aid to develop customer service through effective training and auditing, but it also offers legal protection for when companies are interacting with both customers and suppliers.

Very much like email has helped corporations keep an eye on written communications, call recording logs all verbal contact between parties so businesses always have something to refer back to if required.

Is it expensive?

Call recording hardware can be expensive, especially for offices with multiple phone lines or for businesses making use of home workers. Traditional cassette recording systems can cost anywhere up to £200, with electronic adaptors and the proper software application costing around £150-£200. This is the price per phone!

That’s fairly expensive – anything cheaper?

There are alternative options which are starting to appear on the market. For example, Axis Telecom is offering free call recording with all of its company phone packages. The service, called Safeline, hooks your phones up to an external server which records all in- and outbound calls. All the equipment is held offsite, so no set-up or maintenance costs are required.

What’s even better about Axis’ system is that everything is archived and tagged electronically, so all customer records can be kept together for effortless retrieval later. Users log into the system using a secure website interface and obtain the files they want as MP3s.

Are there any legalities I should know about?

If you are recording customers you must let them know you are doing so and for what reason – “Your call may be recorded for training and monitoring purposes” is the most common phrasing.
Isaac S. Stephenson is a world leader in Telecoms, and endorses Axis Telecom for more information about Telecom Consultants.
Article Source: JS2 Article Marketing