A call center using a dialer to dial and connect live calls to your agents can use either of the trunk-side or station-side recording configurations. typically though, the station-side configuration is the most used and the most practical. A very critical item to consider in outbound/dialer call recording is your recording vendor’s ability to provide integration to your dialer. Integration to your telephone switch won’t be enough; it must include call control from the dialer to provide call separation. Without this integration all of your agents’ calls for the day will be grouped together as if they were one long call over the length of the shift. Typically, this dialer integration will also provide call data indexed to the call. In most cases, call data includes dialed number, agent, and extensions. You should also have the option to collect customer information, campaign information, etc.

Benefits of Outbound Call Recording

Outbound call recording enables all calls to be recorded that are handled by the extensions connected to the recording system. So, only calls handled by the phones connected to the recording system are recorded. Another great feature provided by some outbound/dialer call recording systems is the ability to “tag” calls where a sale, for example, was closed. This feature makes it easy for your staff to quickly locate and verify the transaction.

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As always, if you have outbound call recording questions, contact us for a no-obligation consultation with a call recording expert.