Free ‘Guide to Call Recording’
To help demystify the subject of call recording, Storacall has just published a new twenty-page booklet entitled ‘Guide to Call Recording’. The detailed and comprehensive guide provides potential users with all the information they need to choose a call recording system suitable for their requirements.
Read on to find out how you can receive your free copy.
In the past only a few larger companies and organisations have required call recording, but with ever increasing compliance rules affecting whole industry sectors like insurance and financial services, call recording is also increasingly becoming essential for a wider range of companies. A prospective purchaser of a recording system is faced with a plethora of suppliers, equipment, technology and even more confusing terminology and product claims.
The guide is designed to give as much general information as possible about call recording and to help potential users understand how call recording integrates into an existing telephony infrastructure and how it can benefit an organisation.
It is full of jargon-busting information and includes an overview of recording technology, connection methods, recording applications and requirements, techniques of call recording together with pros and cons of extension versus trunk side recording.
In addition there is an explanation of features such as search criteria like CLI, extension, called line, time & date and call duration as well as customer-specific information such as account, case or ticket number tagging. It also covers recording calls from an IP-PBX, CTI and SMDR support, storage and archiving, handset compatibility, call monitoring and remote access via the Internet.
Call Centre Helper has got ten copies of the ‘Guide to Call Recording’ to give away, so please email us with your contact details and address:
I am working on a quality project, I held some workshops with the frontline staff, one of the groups raised this issue of complaince in the recording of the calls. Some of them said if the recording is done just with the purpose of supporting the agents skills and training then we do not require training. However, if we are also recording with a purpose of resolving customer disputes in that case the customer can sue us for breaking the privacy act.
I started my research in this area and this information sounds very useful and helpful for this project.
Comment by Rekha Kuncha — 30 Jun 2008 @ 11:36 pm