Purchasing a call recording tool? Majuda officials think there are eight things you should consider -- and they're right:
Security and compliance. With a technology that exists partly to protect you against litigation, it should come as no surprise that security is paramount. This is true in a few different senses. First, all the voice communications you record should be stored in an encrypted format. If a court of law ever requires you to produce any recordings, this is the best way you have of proving that there has been no tampering.
System infrastructure and architecture. In order for you to be assured of the reliability of your recording solution, you need to make an investment in the underlying infrastructure. To be sure, you could run a recording solution over a PC running Windows XP if you wanted – this is how many small call centers get started. However, if you have a relatively big call center – anything over 20 or 25 seats – you probably don’t want to do this.
The advantages of Web delivery. Up until a few years ago, the most feature-rich software applications were only available on proprietary interfaces – usually the Windows platform. This is no longer the case. In the same way that there has been a step improvement in the functionality of Web sites, there has also been a step improvement in the functionality of Web-delivered software.
Proactive site monitoring. Software applications aren’t failsafe, as any IT manager can tell you.
Scalability and multitenancy. You wouldn’t buy a studio apartment if you were about to get married and have a family, and neither should you buy a call-recording system that can’t accommodate your future growth.
Archiving. Most call centers need to be able to retrieve calls for several years. However, audio files are large, and if you’re running a big call center – say, one handling tens of millions of calls a year – you’re going to fill up your hard drives pretty quickly.
Agent evaluation and quality monitoring. With call centers becoming increasingly common as a customer touch point – for online companies, it may be the only time when they engage customers directly – call recording’s second benefit, as a means of keeping tabs on the quality of customer service, is becoming increasingly central.
Licensing and total cost of ownership. Cost is another important consideration, and can be hard to figure out for inexperienced buyers.
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Juliana Kenny