Call Center Recording Solutions
Call center recording solutions have come a long way since the analog options of old. These days, modern software like Vonage Business Communications offer a wide range of call recording and monitoring tools that are not only highly flexible and customizable, but also come equipped with dependable digital security.
Take a look at how these innovative features could help your business today!
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Company Call Recording
Enabling the Company Call Recording feature allows you to easily schedule the recording of inbound and outbound business calls. You can choose whether to set the schedule at the organizational level or for individual users. All call recordings are archived, and to ensure full security, accessing them is only possible with a password.
On-Demand Call Recording
With VBC Call Recording On Demand, it’s also possible to set calls to record as they happen. You can do this on any device and can access your recorded calls on your VBC Desktop or Mobile app. Again, all call recordings are password-protected, and you can easily share them via email.
Call Logs
You can use call logs to access detailed information about call activity, including how many calls you took and the overall network or call quality, broken down by extension, account, or individual user. Select the data you want to monitor and choose to generate reports on a daily, weekly, or monthly basis.
What Are Call Center Recording Solutions?
Call center recording solutions are tools that help you record and monitor inbound and outbound calls. This includes any feature involved in the process, from those that allow you to schedule calls to be recorded automatically, to the ones that help you analyze the recordings afterwards.
Although you can use separate software tools for call recordings, modern call center platforms generally come with this kind of functionality already built in. These sophisticated tools give you a huge amount of flexibility over which calls you record, and what you do with the recordings. They also prioritize data security while making sure everyone has access to the recordings they need.
Go Further With Advanced Call Features
Take a look at some of the advanced call features your business could benefit from with the Vonage Business Communications platform.
Voicemail-to-Email
Want a written record of your voicemail messages? Voicemail-to-Email sends a transcript of messages to you by email along with the original attached as an audio file.
AI Virtual Assistant
The AI-powered Virtual Assistant tool uses up-to-the-minute machine learning algorithms to answer inbound calls, assess customer requirements, and route each call appropriately.
Real-Time Phone Dashboard
View the status of all your account’s extensions in real time with a single dashboard that’s completely customizable so you can access the information you want easily.
Integration Options
Supercharge your team’s productivity using VBC’s ready-to-go integrations with your CRM, as well as a whole host of other business tools, including collaboration software like G Suite and Apptivo.
How Call Recording Solutions Can Help Your Business
Call center call recording software solutions can be instrumental in helping your organization achieve its business goals — here are a few of the ways how:
Monitor agent performance
With call monitoring, you can listen to calls in real time or afterwards via a recording. Doing this helps you support your staff by determining how well they’re performing and identifying areas where they may need more support or training. Call monitoring also includes the Call Whisper option, which lets supervisors give advice in-call without alerting the caller to their presence.
Create coaching playlists
Because you can customize the process of call recording however you want, it’s straightforward to put together a playlist of snippets and share them. This is ideal for coaching purposes because it allows agents to train with real-life examples, so they know what to do when faced with a tricky customer or unusual query.
Comply with legal regulations
In some industries — like finance — recording calls isn’t optional; it’s a legal requirement. But even when it’s optional, it has a role to play in meeting compliance requirements. For instance, you can record calls and then review them to make sure your employees are conducting their work in line with industry regulations.
Of course, call recording needs to be done with full respect for the data privacy and security implications involved, and that’s a responsibility we take very seriously. For example, Vonage invests heavily in security and privacy measures and maintains a wide range of compliance certifications across our product lines. They include ISO 27001, PCI-DSS, SOC, HITRUST, and CSA STAR, to name just a few.
Assist with dispute resolution
In any call center, there are inevitably times when disputes arise, especially with regard to who said what and when. In these situations, it’s vital to have access to accurate recordings of the conversations in question so they can be checked and the dispute resolved.
VBC is the world's most flexible cloud communications application
Security and compliance
Secure communications that meet your industry’s regulatory requirements. See VBC Security & Reliability
Call Recording and More With Vonage
Recording calls is simplicity itself with VBC’s advanced features. You can take advantage of a wide range of call recording and monitoring tools to boost staff performance and unleash the power of deep-dive analytics.
Reach out to a Vonage expert today to find out more about how to leverage call recording and monitoring to generate valuable insights to help maximize your team’s productivity.
Still Have Questions About Call Center Recording Systems?
For call centers, generally the simplest way to secure consent for call recording is to use an automated message. This should say something like “calls will be recorded for monitoring and training purposes.” Some jurisdictions insist on active consent, so you’ll need to prompt the caller to do something like select an option from a menu to opt in. (For example, this is a requirement of the GDPR rules that apply in the EU.)
You can indeed. What you record is entirely up to you; simply control the selection from your admin dashboard. You can set up company-wide recording if you want to schedule recording of inbound and outbound calls across the board. Alternatively, you can enable on-demand recording so that call handlers can decide which calls to record, and start or stop recording as needed.
You can enable company-wide recording with Vonage for $49.99 per month, and on-demand recording for $4.99 per month.
