Call Recording for Call Centers
Call recording is an important part of operating a call center. Call recordings should be reviewed regularily by both the call center agent and the manager to ensure call quality remains consistant. When there are performance issues and call response drops, call recordings from previous periods where the response rate was high can be review to determine changes that should be made to improve call response.
With our individual calling packages, call recordings are collected locally on the callers computer. The call records are captured with the Zoiper softphone application which is used to dial the calls. The call recording are saved as standard wav files that can be listened to with any standard audio program
Call center teams that use the 3CX phone system can make use of centrally recorded call functionality. All call recording are saved on the central 3CX phone server and can be set to record all calls. In this way the agent has no control over whether the call is recorded or not. All calls are accessible both using the 3CXPhone application on the callers computer but also centrally on the 3CX phone system by the administrator.
Call recording has specific legislation and defines what you as a call center must do to ensure you stay within the bounds of the law. Determining the jurisdiction that a call center is operating within is determined by where the call agents are, the location of the company the calls are made for and the location of the person answering the call. We can respond to basic questions however for detailed explainations of your responsibilities a conversation with your legal representative is required.
Call our Specialist. He can be reached at:Dar ZuchBusiness IT Specialist - CalgaryHelia Technologies