A number of industries stipulate that all calls made to their call processing centres must be recorded for legal, monitoring and training purposes. Recordings must be time and date stamped, and other information pertinent to the call such as the originating number, number dialled and customer account number must be logged according to the call-recording requirements of the particular industry concerned.
What's more, a number of sectors insist that all call recordings are archived for many years after the event, meaning that careful planning and management of the archival process is crucial. For a call centre receiving many thousands of calls each day, there are huge implications for the present and future data storage requirements for the site.
Call recording is of specific interest to the insurance and banking sectors, as well as to other organisations needing a record of what was said, by whom, and when.
In terms of the pertinent technology required, all calls are passed through a dedicated call recording server, and calls passing through the server are recorded and encoded to a specific file format. On completion of a call, the file is appropriately indexed and stored in a mass storage medium.
The files can then made available via a secure web portal for inspection by any authorised individual. As a minimum, all recordings are date and time stamped, and include the number of the caller (where available) plus the number originally dialled.
Tuxtel staff are happy to discuss your call recording requirements - why not give us a call for an informal chat?