Random call recording can be a very versatile way to record calls. We are often asked about this configuration because most consider this the cost-effective way to record their agents. Is it cost-effective? The answer is yes and no. You can get a fairly inexpensive system if you don’t mind losing the ability to store call data with the call, separate calls into individual files instead of a block of calls saved as one file, or control what gets recorded. To benefit from the real advantages of random or sample call recording systems you must have switch provided Computer Telephony Integration (CTI). This type of switch provided package is often more expensive (Symposium, Avaya CT, MiTAI, Call Path, etc.).

Advantages of Random Call Recording

This being said, there are many great advantages to this configuration. All of the call data is provided to the recording system from the CTI package. This data is typically very expansive, and can also be used to trigger recording on a specific type of data or call.

Another great advantage of this system is the ability the record a large population of agents with a relatively small investment of hardware. For example if you have 300 agents to monitor, you can create a schedule to record four calls per agent, per month using only 16 record channels. This is where the great economy of this configuration is realized. If you have agents at another site that are serviced by this switch, they can also be included in your recording schedule. A good rule of thumb, if you can service observe the agent, they can be recording with this system.

This recording type enables any type of call to be recorded. Inbound, outbound and/or internal are recordable as longer as all of your recording resources (the 16 channels in the above example) aren’t being used. And, as stated above, you define which agents and/or type of calls get recorded. random or sample call recording becomes a relatively small investment, as opposed to recording all calls.

Learn More

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