Call Recording Software

Call recording software is frequently used in business call center environments to monitor agent performance, measure customer satisfaction and improve the overall caller experience. Call recordings help improve business tactics, drive the right conversations and coach associates on how to close more sales. Most software has a dashboard platform where calls can be listened to, categorized, downloaded and emailed.

What is Call Recording Software?

Depending on the type of phone lines being used, call recording software can be comprised of both a software and hardware solution. Digital and analog lines generally utilize a physical recording card whereas VoIP lines do not require a physical board to capture calls. In both circumstances, a computer server is needed to save the recorded audio files and host the call recording software that is necessary to playback calls. Call recording software also comes with numerous features that enables business managers to easily search by agent, skill set or date and time to locate calls to review for monitoring or quality assurance purposes.

Call recording software is used within almost all call center environments to:

  • Monitor agent performance
  • Use for employee training purposes
  • Workforce management and planning
  • Quality control
  • Corporate liability protection

How Does Call Recording Software Record Calls?

Call recording software can be generally broken down into two different categories – extension side recording and trunk side recording. The difference between the two is how the actual recording takes place. With trunk side, the call recording software works by recording each and every inbound and outbound phone conversation and is connected to the actual audio line and not the phone system. Extension side recording is different as it only will record conversations that occur after the phone system (PBX) connects and also captures internal calls and transfers to different department’s extensions.

How Does Call Recording Software Work?

For call centers that use either analog or digital lines, a call recording card is installed on a dedicated computer server where the audio lines are split. One line continues to the recording server and the other line continues to either the extension or trunk recording side. If the call center is using a VoIP system, the recording takes place by utilizing a mirrored port on a managed switch. The port is configured to capture all audio traffic through recordings and save as audio files to reply at a later time.

Depending on the type call center, some may choose to record each and every phone call or others may set up parameters which will only record certain types of calls – for example, limiting to particular departments or only when an opt-in method is selected by the customer from a pre-recorded voice prompt.

In today’s world, the majority of call center recording software is integrated into a user-friendly computer program that also allows managers to monitor live calls as agents are speaking to clients. Another common feature includes screenshots of the call center agents work applications. Whether VoIP, analog or digital, call center recording software offers detailed reporting tools, desktop applications, and stores phone calls that can be enabled for playback at a much later date.

Is It Legal To Use Call Recording Software?

Call recording software is legal in most countries provided that it meets certain requirements. The most common stipulation is that there needs to be some type of consent or notification advising that calls may be recorded. Depending on the country or even state, laws may require that all parties involved are notified (customer, agent, supervisor) that a call is being recorded versus just notifying the caller to the business. Call centers and business owners must ensure that they seek regional legal counsel to ensure that they are complying with the proper laws pertaining to call recording in the areas that they are operating their business in.

Recording Mobile Calls

Recording of mobile calls can at times require different hardware adapters or software approaches. These add-ons can be more costly, however, are almost considered essential in today’s smartphone-obsessed world. Generally, mobile calls get routed to a PBX system that will link to the call recorder. Other times, a recording system is linked from a PDA phone to the existing recording system. In both cases, the calls are often timestamped as generally required for legal reasons.

Who Uses Call Recording Software?

A diverse number of industries utilize call recording software. Whether it is for inbound and outbound calls or internal calls amongst employees, the ability to record and playback calls have numerous benefits for organizations. The most common market segments that use call centers and call recording software are:

  • Telecommunications
  • Government
  • Transportation
  • Call Center
  • Financial Services
  • Public Safety
  • Tourism

When managers, team leads, and supervisors are able to monitor both past and live call recordings, they have more control over the level of quality and client service that their employees provide. Call recordings are helpful to gauge how well agents performance and interactions with customers are and is used for coaching and performance management purposes. The benefits to businesses are enormous – it eliminates having to wait for complaints and issues to arise and empowers managers and supervisors to handle situations immediately and according to proper process. Utilizing call recordings are very helpful when training new agents as they can be exposed to real customer conversations that will prepare them for their new role.

Furthermore, call recording software is an incredibly helpful tool for businesses that need to stay compliant. New and stricter government laws have been implemented in order to protect consumers and certain processes must be followed in how credit card and personal financial details are handled and stored. Call recording systems ensure that employees and businesses are maintaining compliance standards and not subject to fines or prosecution from regulatory groups. Stored call recordings can also be extremely beneficial in helping to reduce corporate or personal liability arising from a lawsuit. Businesses can be liable for miscommunication and having to defend against a lawsuit is costly and can be a time-consuming process. By having a record of phone call conversations, the call recording can be used to playback the conversation to help defuse disputes and potential allegations.