Best Call Recording Software

Call Recording Software: A Buyer's Guide

A call recording software is classified as a hardware and software solution primarily used for recording calls. When it comes to recording analog or digital lines, then a recording card is used. The prime mechanism of call recording software is to capture screen and audio activities associated with the call. Most businesses need to record calls between agents and customers and need online call recording software. In simple terms, the software used for recording calls is a program that enables businesses to audiotape calls used for quality analysis, training, and other marketing purposes.

The real-time call recording system helps call reviewers monitor the conversation and observe the agent's performance. This information later gets assessed to guide the agent to optimize his proficiency. At present, many quality management programs are conducted by businesses to evaluate call recordings and effectively coach agents to help them improve customer experience. The call recording software is a resourceful asset for businesses as it offers accurate information, assists customers in resolving queries, and cross-sells products.

Benefits of Call Recording Software for Business

Every business faces disputes, challenges, and communication barriers. This is where the call center agents play an active role in resolving the same. With the help of call recording software, the miscommunications caused due to conversations between the customer care agent and users can be identified. Besides, the agents can be trained to improve their communication and problem-solving skills through the trusted call recording system. Following are some of the top benefits of the call recording software for the call center:

1. PCI Compliance

   The PCI compliance of the call recording system can control recording while sensitive information is being exchanged. In addition, sensitive information can be erased due to the PCI Compliance feature of the call recording software. If the recording derived from the call recording system seems sensitive, it can be marked by the companies maintaining PCI compliance.

2. Increase business security

   Security issues can be detected easily with the help of a call recording system by reducing inappropriate calls. By keeping inappropriate conversations out and eliminating gossip conduct in employee interaction, business security is improved through the best call recording solution.

3. Improve customer satisfaction

   The call recording software offers the ability to record calls and maintain recordings. The employees are trained to troubleshoot customer issues while improving the latter's experience.

4. Quality control and cost reduction 

   Due to human errors, orders are shipped to the wrong address, or the quantity of products is mismatched in a hasty approach by most sales executives. It leads to a decline in revenue and a loss of customer loyalty. Hence, call center recording solutions capture customer information accurately to maintain quality control and reduce additional costs.

5. Performance reviews

   Filtering and searching past recordings become a smooth process for managers & supervisors with the help of call recording software. It further helps them to grade the employees' calls and evaluate their productivity. The call recording tool allows the team managers to roll out performance reviews based on call recordings of the agents.

Features of Best Call Recording Software

The robust mechanism of call recording software for call centers has multiple features that boost productivity. Depending on the utility of the operation, the sales call recording software delivers resourceful performance. Here are some of the top features of the call recording solution:

• Live call monitoring

• Auto-archive & Auto-backup

• Detailed reports for recordings

• Supports multiple PBXs

• Speech Analytics and screen recording 

• Third-party verification call recording

• Ease of accessibility from anywhere

• Mute or extract parts of recordings

• Assign permissions 

• Redundant server configuration 

• Access to call search & history, and playback

• BIB, CSTA, SIPREC, and other recording integrations

It is possible to record various scenarios by using the advanced features of the call recording software. Identify the business needs and choose the best phone call recording system to set call recording limits.

Considerations Before Buying Call Recording Software

An effective call recording system strengthens employee training, customer service, and marketing. Businesses can improve regulatory compliance and record-keeping if the right call-recording software is used. Here are some of the essential considerations to reflect over before buying call recording software for business:

1. Secure encryption for adhering to global compliance standards

   Calls need to be protected through call recording software with robust cryptography technology to ensure compliance. On the nature of your business, you need to address regulatory requirements accordingly.

2. Redundancy based backups

   Call recordings should be protected through a trusted cloud backup system. The physical storage system used with the call recording platform may lead to data loss, theft, or tampering. However, cloud-based backup options are easy to customize and require fewer IT requirements to support the functioning of call recording software.

3. Scalability

   The call recording tool used for business processes of the call center should be able to scale up to meet your needs. It should be able to accommodate your expanded call recordings while offering protection against solutions that can deplete soon. The call recording software should offer robust security configurations and meet compliance requirements.

4. Minimal hardware

   If there is any scope of hardware in the phone call recording system for small businesses, then the system with minimal cost-output should be purchased. Most of all, cloud-based phone call recording software should be preferred.

5. Ease of accessing recordings

   The user-friendly interface of the call recording software should be checked before buying. This will enable the person to access call recordings with utmost ease. The customizable dashboard and easy-to-access call recording platform should be considered before purchasing the software.

6. Flexible pricing and affordability

   To optimize the utilization of the call recording software, it is necessary to check its affordability. Aligning the needs and streamlining call recording business processes will become easier if the call recording system with flexible pricing is purchased.

Types of Call Recording Software

Recording calls quickly and retaining the information from the conversation are two chief purposes of using online call recording software. Nevertheless, the call recording software should deliver the desired outcome for all the purposes ranging from quality assurance, employee training, record keeping, and dispute resolution to other organizational goals. At times, communication gets distorted, and the customer may have a complaint regarding the experience. The call center utilizes the call recording software to check such issues. Supervisors or project managers guide customer care executives based on the mistakes or discrepancies noticed during the call. Thus, it is ideal to understand various call center recording solutions.

Here are some of the best call recording software to consider for business:

1. VoIP

   VoIP, or Voice over Internet Protocol, enables voice signals to be received and sent through the LAN/WAN connection of the organization. The voice signals get split into data packets when a user uses this call-recording software. These data packets are, in turn, transmitted over the data network to the destination of the call. The next step of this call recording tool is to reassemble and reconstruct the original voice signal. A VoIP-enabled phone is connected to the hardware or software of a call recording solution. The function of Softswitch, known as port mirroring, is used for call recording through the VoIP system. This call recording solution is easy to install and gets set up. It is low on maintenance and has centralized recording features.

2. Station-side

   With the help of this phone call recording system, inbound, outbound, and station-to-station are recorded through a pool of phones within your network. The data to be recorded varies based on the switch used by your network. The data collected through this call recording software includes the date, call duration, time, and agent details. The station-side system for call recording is used for selective and total recording. The system has a Live monitor feature through which two phone calls and four agents’ desktop activity is supported.

3. Outbound

   The call centers which use a dialer rely on outbound call recording software. In this type of system for call recording, the dialer and recording device are interfaced together.

4. Autodialer Call Recording Software.

   This call recording software increases customer engagement with intelligent routing and IVR input and offers an interactive business call recording solution.

5. Call Monitoring Software

   With the help of this type of call recording system, the voice call quality is monitored and evaluated. The primary aim of using this software is to address the issues that agents face in communicating with the client and finding resolutions through training sessions. The newbie agents are trained through this call recording software while working on improving revenue & customer experience.

6. IVR Systems

   The easy-to-use drag & drop interface of the IVR call recording solution has a customizable flow. IVR systems is an automated voice response solution intended at recording calls and monitoring them in a Live Panel.

7. Predictive Dialer

   This call recording software enables businesses to gain flexibility with one-click accessibility. The reliable automatic call recording software connects the customer with an agent or plays pre-recorded messages through auto-dialer functionality.