When it comes to purchasing call center recording software, many companies put their business requirements first into consideration. After all, they have to determine whether the product qualifies as a good investment. Fortunately, most of the related productivity tools that are available these days are tailored to suit the needs of the call center industry, which primarily concerns the inbound and outbound calls. The following is a breakdown of the features which are present in a typical call recording program:
• Automatic Recording – Every two to three minutes, calls are being made transmitted to and from the IP telephony of a call center. Considering this rate, it has become a necessary that the majority of these phone conversations are recorded automatically. Some versions of the software may include options for real-time and on-demand recording for specific agents or callers.
• Call Analyzer – No call recording software will be complete without an interface for displaying basic call metrics. Aside from recording conversations, the program also doubles as a tracker which proves to be useful for remote performance monitoring executed by the management. Details such as the total number of hours spent on conversations and the originating areas of the calls are just some of the important call logs that typically appear in most assessment reports for agents.
• Security Options – There may be some recorded calls which register to the management as sensitive or confidential, and thus require restriction of playbacks. In such cases, a few customizable encryption features are usually provided to prevent unauthorized access to these recordings. The administrators of the software may opt to issue permissions to only a few people, especially if the purpose for the setup is for surveillance.
• Export Functionality – In order to submit periodical reports in a jiffy, many call recording programs are purposely equipped with file exporting options. Managers can simply transfer the recorded calls as file attachments through several channels such as email.