What Is Call Recording?


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What Is Call Recording?





July 13, 2015

The idea that we have to even ask what is call recording seems like a silly concept as the phrase itself lends enough explanation to the activity. Most of us have heard the message that our call may be recorded for training and quality purposes and we’re well aware of the activities of the NSA as of late.

What we may not know, however, are the intricate ways that call recording could benefit organizations outside of the customer service center.

In the days when we had access only to the landline, it was a challenge to try and record calls happening outside of the legacy phone system. Voice over Internet Protocol (VoIP) has expanded the capability, allowing for seamless recording, regardless of device or location.

Below is a short list of how call recording is being used to do so much more than improve the quality and training of the individual taking your call.

Call Recording for Disputes: It’s long been known that disputes can be more easily resolved when call recording is in place, but why not take it to the next level with searchable content? It’s one thing to be able to prove a conversation went a specific way; it’s a whole other thing when you can demonstrate business practices with a variety of recorded calls.

Call Recording for Legal situations: Beyond being able to prove something from a conversation, the legal industry can go a long way toward supporting individuals or proving a case when call recording is involved. Plus, call recording can make those collaboration sessions much more valuable when you can pull up the data at a later date.

Call Recording for Financial Services: Being able to prove you’re right in a dispute is often simply a benefit. For those in financial services, it’s also a way to demonstrate that you’ve followed the rules of your industry, both legal and regulatory.

Call Recording for Healthcare: We’re all well aware of the impact HIPAA has on patient privacy, but there are specific practices that are needed to ensure quality care and optimal treatments. In some cases, that requires call recording, whether it’s audio only or the video conference that needs to be captured as a whole.

Call Recording for Speech analytics: What would it mean for your business if you could search your call recordings according to subject, script or other context? Easily identify patterns, problems and areas for improvement when you search through analytics.

In the business world, call recording is so much more than the technology it represents. Today, call recording is all about the benefits it delivers to the organization or the individual, and is based on a proven strategy that is evolving and improving over time.




Edited by Stefania Viscusi

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