Call Recording

Call Recording

Call Recording

1. Consider how many people you need to record calls. Are you recording everyone or just those in the contact centre, or those performing specific tasks and/or operations?

2. What is your seating policy? Where "free-seating" agents are employed, tracking and recovering calls to a specific agent can become tricky. The recording needs flags and identification, so calls can be linked to agents, agent PINS or extension numbers. The indexing of calls and their retrieval from the storage source will then require the use of a PABX CTI link.

3. Trunk-side versus extension-side recording. If you choose to record on the extension or internal side of the system then you will be able to track agents' conversations. Trunk-side highlights the customer side of their contact with your business. If you opt for extension-side recording then the type of PABX, ACD or call centre you are using becomes a critical factor.

4. How long do you need to store recordings for? For what length of time should you maintain your current logs and call transcripts? Is this a requirement?

5. How important is it to you if you lose recordings due to a system fault? Does it actually matter if you lose recordings? If yes, decide on a level of resilience which would be sufficient.

6. Consider if you require online storage and, if so, how much? How quickly do you need to retrieve a recording? Speed of retrieval is dependent on how far back into the archival records a call has been recorded. While the call index can quickly identify which recorder, and even which tape to install into the recorder, the access time will include the physical act of finding the relevant tape and inserting it into the recorder. For calls that are still resident in the online hard disc storage the access time can be no more than a few seconds.

7. Do you need to record calls at more than one site or do you plan to do so in the future? Will you require the ability to locate, retrieve and play back calls from any site to a central site? If telephone calls are recorded at one site only do you want the ability to locate, retrieve and play back calls at a remote site/office?

8. Channel selection Digital voice recorders have the ability to select individuals or teams of workers, staff IDs or extension numbers only to be recorded over a specified period, thereby drastically reducing the number of channels to be recorded. Would channel selection provide a more cost-effective solution to your voice recording needs?

9. Compatibility and integration. Voice recording systems are every bit as sophisticated and complex as their respective telephone systems and switches and so a good provider should be able to suggest a system that will be compatible with your existing infrastructure.

10. Maintenance. Have you thought about maintenance and administration of the system once it is installed? It should not just be viewed as a passive piece of equipment. Problems often occur when moving office or extensions, adding users or upgrading/making changes on your switch. In some cases there is no longer a physical connection to the voice recording system but this still needs to be administered in the correct way to ensure problems do not occur.

Call Recording

Elite Telecom can offer your company a call recording solution that covers all your bases. Our bespoke service means that you can choose exactly what kind of call recording will suit your business and we can install it with the minimum of fuss.

Call recording can come in many shapes and forms. Depending on what purpose you need calls recording for, Elite Telecom can tailor the solution to fit. And if you're in doubt, all you need to do is ring up to speak to one of our advisors who will advise you on the best options for your business.

These days call recording is more of a necessity than a luxury. With a sue-happy culture and legal battles springing up everywhere, call recording is the best way to protect yourself and your company.

Features of Call Recording

Call recording can come in many different varieties in order to suit the needs of your business. Elite Telecom offers:

Hardware Call Recording

Network Call Recording

Extension Call Recording

On Demand Call Recording

Bulk Call Recording

Ad Hoc Call Recording

Elite Telecom has a proven track record in call recording. Our network is one of the best around and as an added bonus we can also offer extras such as call statistics and reliable phone systems which can really benefit your business. Call Elite Telecom today to discuss your options with one of our experts.

Benefits of Call Recording

Imagine that your business never missed another call – this is what a call queuing solution from Elite Telecom can offer. Simply call us today to find out what specific benefits a call queuing solution would have for you.

You can listen to live conversations

Elite's call recordings are of the best quality

Call recording is simple to use and easy to install

Our solution is cost effective

Elite offers Cradle to Grave recordings

Our call recording solution can intelligently handle calls

Call recording keeps you legally covered and compliant

Consider the fact that in most industries, call recording is now mandatory. Then consider the added benefits it can offer your business. The question is, can you afford not to have call recording?

More Information

Compliance with Regulations
This is one of the main reasons businesses record calls. When dealing with high finance for example, there are a lot of rules and regulations surrounding business deals. As a lot of financial deals are done over the phone, it is important to have evidence to show that you have complied with regulations and also to prove your case if a matter goes to court as call recordings are generally irrefutable. Emergency services also use call recordings for regulation reasons.
Recording of Agreements/Meetings/Instructions
For vital information, note taking is second best to recording calls – there can be no dispute or confusion over instructions given or agreements made. Motor companies such as the AA can use call recording for purposes such as checking instructions or locations, making their services more efficient. Again detailing the emergency services, call recordings are exceedingly useful. For ambulance drivers, emergency details can be quickly recalled via call recordings and passed on.
Protection from Abuse
Some customer calls can get quite abusive. With call recording, members of staff who take abusive calls or who have nuisance callers can record the calls for litigation purposes or such. This also works the other way around. Staff members who are unprofessional to customers can be caught out if their calls are recorded.
Training and Monitoring Purposes
Call recordings can be a good way of training staff, particularly call centre staff. By using good and bad examples of call recordings you can easily train staff in call etiquette. Call recordings are also the best way of monitoring performance and customer service as well as customer trends. By checking your inbound and outbound calls you can identify any problems or ways of improving services or staff training.

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UK Telecoms News | Phone System News | 08 Number News » Call Recording

Call Recording - Where Are You Going Wrong?
It’s often a concern of any growing business that they accurately assess the happiness of clients – and determine the overall impression of the said company to existing and prospective customers.

Internally you may strive to deliver the ultimate in customer care – but how do you know if this compassionate message is being thoroughly depicted and received? Through call recording that's how.

Sending out surveys and asking for feedback may occasionally indicate how happy your clients are, but it can hold its disadvantages in being harshly unreliable – portraying bias and a poor representation of opinions.

Generally people who fill out questionnaires or provide feedback want to complain, or sometimes may even praise the company in question – missing out the average man and his dog sitting at home perfectly content with no real or formed opinion.

Also, as the customer has to choose to take their own time to fill this out – it means that they usually don’t. How can this truly show a fair illustration of contentment?

Call recording is a unique tool which allows you to listen to all calls in and out of your company, by monitoring these real interpersonal interactions between customer and agent it allows you to see if indeed – they are receiving the correct care – how they react to this care – and what they continue to do as a result of this care.

Ultimately this allows you to change and improve the way your staff deals with your clients.

Call recording systems are simple and easy to use, you are provided with a login and password you can enter into the phone recording software on our website and are able to pick and choose from any time, date, or number right up to the moment you have logged on. Plus here at Elite we have a range of call recording options for you to choose from, with bulk call recording to network call recording, you'll find what you need.

For some, call recording may be a much needed wakeup call – if you are losing customers – why are you losing them? Being able to hear their side is just as vital as correcting your side. Customers and clients build businesses; it’s worth investing in their happiness to secure yours.
September 2nd, 2011 | 10:17:39 AM |
When you wish upon an ‘Elite’ star
Last weekend Elite Telecom organised a charity fun-day and auction dinner for When You Wish Upon A Star, raising more than £6,000.

Haley Cassidy, who organised the event and works as an account manager at Elite Telecom, commented: “We’re really grateful to everyone who turned out and took part in the day. We raised a fantastic amount of money for a very worthy cause.

“It was a brilliant day that helped raise awareness of the work When You Wish Upon A Star do.”

When You Wish Upon a Star is a national charity which helps children with life threatening illnesses and their families by granting wishes. Since forming in 1990 they have granted the wishes of over 14,500 children but are funded entirely by voluntary contributions.

Following on from the huge success of the charitable event, Elite Telecom look forward to future fundraising ventures as well as providing sponsorship for When You Wish Upon a Star on a yearly basis.

Elite Telecom is the UK’s leading business telecoms provider, offering services such as interactive voice response, call recording, Elite Intelligent Queuing and CardGuard technology.

For further information, visit www.elitetele.com or call 0844 875 8880.
July 15th, 2011 | 02:22:11 PM |
Call recording surges in market popularity
It has been a busy few weeks in the Call Recording sector – and not just for people installing and purchasing the software. Companies are also stepping up their sales offerings by investing in call recording tools to offer to businesses – however, as industry leaders in call recording solutions we ask – what took them so long?

Microsoft has invested in a new technology, called Legal Intercept, that allows the company – or the government agencies that use it – to secretly intercept, monitor and record Skype calls. Since Microsoft acquired Skype for $8.5 billion, the VoIP telephone service has been incorporated as a division of Microsoft.

According to Microsoft, Legal Intercept is designed specifically for VoIP, unlike a lot of telephone intercept tools, which are created for POTS (Plain Old Telephone Service) systems.

SIP Print, a company that provides VoIP call recording technology and session initiation protocol (SIP) telecommunications solutions, and has reportedly been testing its technology in Baghdad, Iraq. Company officials noted that SIP Print has successfully deployed its VoIP and SIP technology to several companies already within the war zone.

SIP Print will help to rebuild the city infrastructure with its deployed VoIP call recording units.

Cloud call recording solutions are also enjoying a steady flow of demand after enjoying recent media coverage. Cloud-based solutions are becoming much more focused as cheaper and simpler concepts, open-source recording software lets companies incorporate a call recording option that’s easily programmed to their needs. I.E. To stop or remove recordings that contain credit card numbers or social security IDs.

Why Call Recording, why now?

Call recording has been around for years, but our recent law laden state means that in the 21st century people are buying call recording hardware and software for means of protection. Legal proceedings from customers or clients, and the threaten of legal action that can seriously dent one’s earnings has caused its increase, and also the need for reforms that make it even more advanced.

Call recording solutions from Elitetele.com can be implemented by us, easily and quickly to ensure that your company stays ahead of the game.

Protect your staff and your revenue by calling us now and enquiring after a call recording system.
July 4th, 2011 | 11:50:36 AM |
Increase calls and manage them? You must be joking!
Elite Intelligent Queuing (Elite IQ), isn't self-titled for irony, it really is a clever little tool for all those experiencing drastically high call volumes - but maybe it is a bit egotistical of us. The system also allows you to increase your call volumes, and handle them more effectively.

Often if you are experiencing a surge in growth, calls may not fully equate to your amount of staff, but don't go out and spend money on new agents when you can have a call queuing system in place to do it all for you.

What is Elite IQ?

Elite IQ or Intelligent Call Queuing is something that we created out of pure impatience. As telecom experts, we don’t just understand telecoms, we consider the end user and the experience they have when using our services.

This is where the idea for a more effective form of call queuing was born. We know it’s annoying, we know customers don’t like it, so what can we do about it?

What does Elite IQ do?

Described as “flawless” by a visiting client (we’ll shut up about it one day) it really could not be simpler. The call recording software does all the hard work for you.

Your customer calls up, is told how long their waiting time will be, they then decide from two options: hold the line knowing they’ll be seen to in X amount of minutes, or call back in X amount of minutes, knowing they’ll jump straight to the front of the queue when they do.
May 16th, 2011 | 10:09:37 PM |
Call Recording Saves Business
Think of the amount of calls you acquire per day, and what is discussed per call – how many of these have the potential to be misconstrued, misinterpreted, falsely claimed or have the slightest hint or shriek of LAWSUIT! Call recording offers protection, resolution and security.

We all strive to meet our SLAs and deliver industry worthy customer service, but on occasion the customer may be wrong, but how could you prove that? ‘Call recording saves lives,’ it was once claimed by TMCnet, but maybe they weren’t exaggerating after all.

Elitetele.com are often promoting call recording as a burden barer for your company – it does the hard work, without you even having to do anything at all. With a range of call recording services we can help find you the perfect solution, and the perfect personal call recording system to be integrated into your business.

Statistics crucial for marketing

But it’s not just your customer service levels that can benefit from call recording, it also gives your sales and marketing departments valuable data that can assess what techniques are working and why. By listening to calls and getting to know what works and what doesn’t and being able to question why one phone call turned into a sale, but another didn’t, is unique information that gives you the potential to result in more sales.

How can Elitetele.com find you a call recording solution?

Call recording can come in different varieties all with one simple aim – meeting the needs of your business. Call recording makes sure that your business never misses a call, and never fails to provide valuable data at the click of a button.

Elitetele.com can provide you with a web log in, where you are able to playback calls right up until the moment you logged on. Call GP today and let us find a bespoke call recording solution to suit you.
May 13th, 2011 | 10:17:10 AM |
Dealing with sensitive issues? Call Recording to protect children
We often stress to clients the importance of call recording in encouraging employee behaviour and good will. TMCnet’s Susan Campbell summed it up rather pertinently;

“There is a theory that anyone who knows they are being monitored in their activities will put forth a conscious effort to improve those activities. That same theory can be applied to enterprise call recording – if employees within a corporate know that their call is subject to recording and monitoring, they are more likely to be on their toes when interacting with customers, partners, colleagues and others.”

The quote was regarding a news report that informed the telco world of a recent investment from a rather high-stake Philippine brand, whereas some businesses feel a call recording system is signifying the era of George Orwell's classic novel, 1984, ABS-CBN News state that the tool is invaluable for the close monitoring of calls.

The corporation stress on a regular basis its efforts to high-light the importance of the improper treatment of minors in various TV programmes, which means they often over-expose the staff to the necessary broadcasting guidelines in reference to children.

A statement released from the company reminded viewers and followers of its consistently close call monitoring and maintaining of all relevant acts and statutes, some referring to the meaning of child abuse and the guidelines to be followed should any child appear in an indecent show.

The network lives by the code that “children should not be ridiculed, diminished or demeaned; camera angles should not be used to create indecent and inappropriate images; and children should not be required, coerced or bribed to narrate traumatic experiences on shows” – as stated in the Philippines’ Broadcast Code.

But what caught our technological eye was the networks appraisal for its use of call recording software to allow the constant monitoring of all feedback and comments from its viewers, and the aspect of keeping the staff on the right track.

When dealing with sensitive issues, it is necessary to impement a call recording system to consistently check your staff is adhering to tight standards, otherwise, how would you know? It is crucial in legal terms to inform the caller of your intention to record the call as soon as they ring, this can be simple with an automated voice.
May 6th, 2011 | 01:23:46 PM |
Opal rebrands to TalkTalk Business
Our friends and business companions Opal, the B2B division of TalkTalk Group, has changed its name to TalkTalk Business – reclaiming fame as part of the well-known TalkTalk brand.

Elitetele.com is a reseller of the newly named TalkTalk Business, which allows us to bring you a range of telecoms solutions including; Call Handling Solutions, IP Telephone Systems, IT Networking & Security and Business Broadband.

Dido Harding, CEO of TalkTalk Group, commented:

“With our extensive investment in our Next Generation Network and with TalkTalk now a household name synonymous with best value services, now is the right time for us to fully realise our potential in a sector in which we have tremendous heritage.”

TalkTalk Business will retain its complete focus on business customers and partners, backed by UK-based call centres.
March 10th, 2011 | 12:29:45 PM |
Strange Council Calls
Thank god for call recording! Calls made to local councils this year have just been made public thanks to call recording – and amongst the monotonous council calls, there are some absolute gems hidden away that must make life just about bearable for council workers!

Callers have rang up with bizarre questions, such as what the plot of an 18^th century play was all about and where a person could buy the rifles that pest control officers used. One caller, according to the information, wanted to see if he’d be allowed to roll up the zebra crossing near his home and yet another person enquired as to whether a parking lot was haunted as her car seemed to have moved. One German man even demanded political asylum, refusing to believe that as a member of the EU, he didn’t actually need it.

Calls like these – they certainly seem to make the day go faster!
August 20th, 2010 | 05:27:01 PM |