Understand Call Recording & Logging

What is Call Recording?

Call recording is a system that allows companies to monitor, listen, and record telephone calls. It is also known as call monitoring as it is possible to listen to 'live' calls without recording them.

It was typically used by call centre operators in order to listen and/or record conversations between call centre 'agents' (those that make or take calls and customers). However, call recording has become increasingly popular with organisations of all sizes because of its benefits.

This technology is now seeing good adoption levels amongst SMEs where the returns on investment [ROI] can be significant. Key vendors of this technology are Oak Telecom, Tri-Line, CTI Group and ReTell. Many of the traditional Telephony vendors such as Toshiba Business Communications offer Call Recording as part of their overall telephony solutions.

What is Call Logging?

Call logging is a system that essentially produces reports from phone usage. It enables organisations to generate and analyse key information such as where a call is made or from, duration of the call, region or country it was made to or from, and which individual made that call.

The Future of Call Recording & Logging

Call logging and recording technology are often confused because of the terminology and because of peoples' perception but both systems are very much separate and they are distinctly different applications. As a result, people often believe that they are one and the same however that is not the case.

Call recording systems were typically deployed by call centres but these systems are increasingly in demand by all types of companies, even small organisation where perhaps it was once perceived unnecessary. It is now used by all types of organisations regardless of size and type (including Government authorities) because most organisations can benefit from this form of technology.

There are many reasons for this, including the ability to find out which people need further training, to increase productivity, provide better customer service and improve AHT (Average Handle Time). Many companies, such as hoteliers for example, use call logging systems to maximise profits by being able to analyse who, when and where calls are made. Service desks are another type of user, where companies offer phone support or a 'hotline' enabling customers to phone the company with any queries or questions that need to be resolved. It is even used by taxi firms in order to repudiate allegations of taxis not turning up! Many technology companies also offer a telephone response service, for software support or technical queries, ranging from IT to consumer electrical products.

Furthermore, in an increasingly competitive and litigious environment there is an even greater imperative to maximise each and every call made by company employees. The benefits have been recognised by large scale companies and hence the reason why similar technology is being used by smaller companies.

The future of both systems is set for continued growth as is usual with technology. The aim is to drive costs down and improve efficiencies and more often than not, what works within the enterprise will have the same impact within the small business and Government communities.

In future, ironically, it appears that new systems released into the market will in fact encompass both call recording and logging as a single application.

Published by Conjungo – we’re here to help you to understand technology and how technology benefits your business.  We hope you find our technology resources center beneficial and that our online IT directory helps you to find the right IT reseller or Technology suppliers in your local area.