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Basics of Contact Center Call Recording

Call recording

Call recording is just as important today as it was 40 years ago.

Call Recording Enhances the Customer Experience

Technical advancements in contact center call recording technology and the implementation of automation and unification of systems has relegated call recording to a commodity. Omni-channel centers handle many more contact touch points than ever before, including telephone calls. Looking back, the first systems that could enhance the overall customer experience first started back in the 1980’s with (you probably guessed!) call recording software.

Recording all calls was practical and a necessity for many businesses that required proof of financial authorizations and other compliance reasons when conducting business over the telephone. Today, there are many more federal and other regulations where call recording is instrumental in protecting companies against litigation.

Call Recording Adapts to Technical Changes

Analog call recording grew into VoIP (Voice over IP) telephony in the ’90s and offered even more telephone capability with different types of Internet device such as smartphones and computers. The rapid adoption of VoIP by everyone, including the large telecoms, provided even more growth into VoIP call recording solutions and the resulting quality assurance (proof that the call is in compliance) software. However, one of the biggest dilemmas that quickly became apparent, was the use of multiple systems doing proprietary call recording (analog, digital, VoIP). The usual scenario was that calls would end up in a silo reporting system creating even more work to manually reconcile reports.

The answer appeared in the form of migration into cloud-based call recording solutions. Using a cloud bridge for older systems, or as many corporate call centers opted to do – EOL their legacy systems – allowed calls from multiple sources to trigger call recording in the cloud, tightly integrated with cloud-based telephony systems (PBX, IVR, dialers, and even social media channels).

Call Recording Benefits

Call recording remains very important to any business that handles customer calls. Financial institutions, any legal conversations, and especially health care (HIPAA) are regulated for when and how they record calls. There are many benefits of call recording:

  • Dispute resolution and historical archives
  • Adherence to federal and state regulations by industry
  • Evaluating customer sentiment
  • Trends
  • Ensure both internal and external compliance processes

Call recording today is just as important today as it was forty years ago – the foundation for ensuring agent compliance and delivering a satisfactory customer experience.

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