Call recording has been a component of office phone lines for decades. Useful for gathering information about the calls themselves, and to do quality assurance checks on employees that represent your company, call recording provides a mechanism to go back in time and review an interaction.
With a hosted PBX, the calls that are recorded are not housed on a server in a closet in your office, instead they are kept in the cloud. Depending on the particulars of your service, there are some parameters that can dictate which calls are recorded, who can access these recordings, and the level of interaction and coaching details that will be preserved.
Effectively Managing and Accessing Cloud Audio Recordings
Your service will have an interface, most often a website, where you can go to access the recordings. The recordings will be saved in an audio file form, usually a WAV file, but it could also be as a compressed MP3 format. They can be accessed through the web interface to play directly in your browser, or can be downloaded to your local hard drive or emailed for a personal archive.
Typically, only the user who has the feature assigned to them may access the recordings, but by setting up Supervised Recording – designating an admin or other user to supervise the agent.
Depending on the interface, you might be able to provide some manner of rating, either a number score or a stars rating. Also, your interface may allow notes to be made, which can be used to assist in coaching the agents who have been recorded.
Your hosted service will provide a method to store your recordings, but the storage space maynot be unlimited. At some point you will need to download them or delete them to free up space and avoid storage overage charges.
Your service may offer multiple methods for recording. The most common is to record all calls, which should capture all voice activity for the user, both inbound and outbound and internal as well as external. Obviously, this is very comprehensive, but will fill up the allocated memory the fastest and give the most data points to review.
Another option may allow the user to choose whether each call will be recorded ad hoc. Depending on the system, you may have to enter a code or press a button on the phone to enable the recording. This option is good in that it will be easier to review fewer recordings, but the manual nature means that some calls might be missed.
Consent to Record
Depending on your state laws and the laws of the caller’s state, you may be required to inform the caller that they are being recorded. This is always a good idea to advise a caller as quickly as possible that being recorded is a possibility. Oftentimes, this is built into the auto attendant greeting or entrance message of a call center. Your call recording service may offer other options, as well, to automatically vocalize this for you, if you wish.
Using Recorded Calls
Once you have the calls recorded, there are a lot of things that can be done with them. Firstly, they can be used for agent development, by reviewing customer interactions and providing coaching on this basis, a customer-centric model of care can be not only devised, but implemented and verified.
Another use is to analyze customer interactions to look to improve processes or elsewise make the caller experience better. If the same question is continually asked, for example, you may think about putting that as an option on your main auto attendant. This is more time consuming, but similar quality-control principles apply as they would for employee engagement.
Finally, recorded calls can be used to protect your business and agents. Once a caller realizes that the interaction is being recorded, they may be less abusive. These recorded calls can also be called upon in the case of lawsuits, which can save your business and show the judge your side of the story.
Hosted Call Recording is often a low cost add-on feature that can enhance your ability to manage customer facing employees, as well as the processes that your customers have to follow. It can even give you a measure of protection in the event of a disagreement between customer and representative. Best of all, you are using cloud storage for all of the records you do not need to archive, saving your own server space for company needs.