Call Recording Solutions for Call Centers

Random recording can be a very versatile way to record calls. I get asked about this configuration usually because most consider this the cost-effective way to record their agents. My answer yes and no. If you don’t mind not having any call data with the call, a block of calls grouped within a single file (no call separation) and little control over what gets recorded, you can get a fairly inexpensive system. However, to gain the real advantages of this type of recording you must have switch provided Computer Telephony Integration (CTI). This switch provided package is usually a little expensive (Symposium, Avaya CT, MiTAI, Call Path, etc.)

Advantages of Random Call Recording

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 so expansive there is data that you provided you don’t need. This data 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 4 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 calls to be recorded. Inbound, outbound and/or internal 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 what agents and/or type of calls get recorded. All this with a relatively small investment, as opposed to recording all calls.

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