Why record?

Organisations record their voice and data for a variety of reasons – often simply as a consequence of the business in which they operate.

Voice recording is the definitive way to create a permanent record of transactions over the telephone or radio system. Add to this the ability to capture information input to an application or screen at the time of the call and you build a high-value means to understand how your organisation records data, its accuracy and, above all, a way to correct problems quickly and without fuss.

The need for recording comes from:

Legal and regulatory compliance
Dispute verification and clarity
Evidential disclosure
Decision support and liability protection

Improved customer satisfaction
Quality assessment
Business improvement

Operational reasons may include:

Protecting against fraud
Legal or internal dependency on accuracy of verbal communication
Criticality of caller information (bomb threat, emergency calls, one time communications)
Threatening or abusive callers

Resolving disputes
Improving customer satisfaction
Cost reduction and agent retention
Developing organisational effectiveness
Delivering accurate reports or evidence
Proving operational performance and effectiveness

Organisations that make cost-effective use of advanced technology can:

Record all communications all the time (total recording, selective recording and record on demand)
Make recordings available always to meet strict regulations and compliance (resilient recording architecture, redundant hardware deployment and back-up systems)

Deliver total scalability from small (remote) offices to large multi-site, multi-technology organisations
Support multiple mixed and complex communications environments that use TDM, VoIP, radio, screen, data and trunked radio systems

Types of recording

Total recording/all-calls recording

This means recording all communications to ensure compliance and the ability to investigate any complaint or incident.

Used extensively for emergency services and financial services or trading rooms where it is critical to have a record of all communications for future investigation or disclosure

Record on demand

Individual users can selectively record a call, not record a call or choose to start or stop recording from any point.

Used for specific transaction- or situation-based recording, to protect individuals’ privacy or for other local recording legislation

Selective recording

Automated recording of calls based on predefined rules or delivering a sample of calls for evaluation.

Widely used for quality and measurement purposes where total recording is considered unnecessary

Screen recording

PC screen recording, to identify operations carried out during a transaction or interaction.

Generally linked to a voice recording for more detailed analysis and evaluation of operational performance and training analysis