Call Center Tools

Improving Call Center Performance

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.

call recording retrieval using the 3cx soft phone

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.

Learn More

Call our Specialist. He can be reached at:

Picture of Dar ZuchDar ZuchBusiness IT Specialist - CalgaryHelia Technologies(403) 698-0700

When we use Helia they exceed our expected deliverables and always within our agreed to budget. They work with us, not just for us, all the while keeping our best interests as a company at the core of the project.

We had been looking for a company that not only could get the job done as promised, on time and on budget but one that came with integrity. Helia provides us with a “mean what you say and say what you mean” attitude that has forged a relationship, not just a contract for a project. Our partners at Helia far exceed our expectations each and every time. So if you’re thinking of using Helia, I would highly recommend you give them a try, I am sure you’ll be impressed. Please email me if you’d like some more insight into Helia.

“Our sales department loves Acarda Outbound because it has helped our sales increased 10 fold! Now we plan to add additional staff to increase our sales even more. Acarda Outbound is very functional yet easy to train new employees how to use it.”


Jerry T., Nashville, USA
Al Dhalla

My company has hired Dar for telephone wiring services and yes, he met our expectations but there is something more about Dar that I wish to highlight : He is a not just a true networker but I would say, he is a "connector".

Dar and I have been at many meetings and he has never failed to say to me that he wants me to meet 3 or 4 people that he knows are ideal clients for me and that will make a difference to my business and profits.Without expecting any favors too! Dar goes that extra mile to keep a business relationship nurtured and strengthened.

Grant Irvine

"Darvin and the folks at Helia were asked to resolve some issues with our phone system software. They provided the necessary support through collaboration and by learning the software from a different market to specifically service our system. Additionally, Helia now provides our IT support services. We are very pleased with the services provided by Helia Tech and Helia Voice."

Helia has been fabulous for us as a company. We have used them on five different projects now, and I am extremely impressed not only with the quality of the deliverables, but in some ways more importantly their can-do attitude and ability to implement our ideas when others thought them impossible.

I recommend them whole heartedly. Helia Technologies is a company that over-delivers on every aspect of the project at hand at a price point that is hard to beat.

Please email me if you have any questions about Helia Technologies.

Ryan Dockrill This email address is being protected from spambots. You need JavaScript enabled to view it.
Web Entreprenuer - Livewire Interactive

“I have used the Acarda Outbound Software; it’s a great telesales tool with easy to use features. I especially like the reporting functions and the integration with Google Calendar. The Acarda team has been very responsive when it comes to addressing support issue. Over all I am very impressed with the software.”
George C., Zimbabwe
Derek Herman

Apart from being a perfect gentleman , Darvin is a highly detailed IT perfectionist.A pleasure to work with.

"Acarda Outbound has not only met my needs, it has exceeded them. I run a home business with a small telemarketing team. Acarda Outbound takes the stress out of my work. The support right from the beginning has been fantastic. I highly recommend Acarda Outbound for start-ups and I look forward to the future growth with the Acarda team.”


Matt H., Queenstown, New Zealand
Ted Tederoff

Darvin is a very well rounded contributor in terms of his strong skills both in the business and technical realms. He also has an engaging personality that is at the same time politely confident and warm. He also keeps all stakeholders in mind when delivering a project. I would count it an honour to work with him again in the future.

I have collaborated with Darvin on several breakthroughs and forward-looking IT projects to which he ALWAYS came through with a solution where there appeared not to be as concepts were more advanced than current technologies.

His thought processes is methodical and detailed, approach is ethical and professional and solutions driven. He deliverers what he said he would, on time and on budget.

I would not hesitate to recommend Helia and Darvin for any scale of IT related projects. If he takes a project on he will not only do it but do it very well!

Ken Gooz This email address is being protected from spambots. You need JavaScript enabled to view it.
President | CEO
Mainstreet Restaurant Licensing

Robert Bartel

I have worked with Dar on many occasions and he has proven himself over and over again to be a man of integrity and someone who is very knowledgable in his field. I would strongly encourage you to talk to him regarding IT Support and phones services in Alberta.

“We have been using Acarda’s outbound calling software since 2007 and upgraded to Acarda Outbound version 7 in 2013. We have grown considerably over that time and the standard of service we have enjoyed has been phenomenal, second to none. Acarda Outbound allows me to manage a large number of campaigns, to assign my agents to work on different campaigns and to monitor how well they are performing. I highly recommend Acarda Outbound to you.”
Lynlee A., Hastings, New Zealand

Call Center Tools for Internal Call Teams

Tools make your telemarketing better and faster allowing you to make more calls in the short term and converting more customers. Having the right tools will make the difference in how successful your campaign is.

Log In

Contact Us

(403) 668-7895

Helia Technologies
7015 MacLeod Trail South
Calgary, AB T2H 2K6

This email address is being protected from spambots. You need JavaScript enabled to view it.