Call Recording Center

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 this configuration is to be sure your recording vendor can provide integration to your Dialer. Integration to your telephone switch won’t cut it, it most get the call control from the Dialer integration to provide call separation. Without this integration your agents’ calls for the day will all be grouped together as if it were one long call over the length of their shift. Typically this Dialer integration will also provide call data and indexed to the call in most cases this includes dialed number, agent, extension. You should also be able 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. Only calls handled by the phones connected to the recording system are recorded. Another great feature provided by some recording system is the ability to “tag” calls where a sale, for example, was closed. This makes it easy for your staff to quickly locate and verify the transaction.

Learn More

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