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Call Recording is Changing: Are You Up for the Ride?

January 20, 2014
By Susan J. Campbell - TMCnet Contributing Editor

Call recording has long been a staple in industries where capturing data is critical for protection and compliance. For a number of companies, this information was once captured through analog technology and listened to through manual processes. With the advancements in call recording technology, however, that information can now be captured and monitored through automated programs configured to catch critical information.

Companies today have a lot of different methods to choose from when it comes to recording their calls. They may have an application that runs on their server in-house, for instance, while others may use a cloud-based solution in which the technology and information captured are stored off-site. Companies can choose what type of solution suits them best based on needs and preference, but no matter which type of call recording software companies use, they can access it whenever information is needed to build business intelligence, launch a training session or even demonstrate compliance.

While we talk about call recording as a single approach to capturing data, the truth is there are a number of different solutions available that capture information in different ways. Companies have different needs when it comes to call recording, and forcing everyone into a single box rarely works out for the vendor. Instead, developers study the market and understand the challenges companies have when it comes to capturing data. What emerges from this process of evolution is a quality call recording technology that is as diverse as the industries that use it.

Decision makers must determine why call recording is needed in the first place, how they plan to use the data captured, the level of security needed in the process, the desired quality levels, the ease for the user when it comes to the interface, where recordings will be stored and for how long, the level of integration needed with other applications and processes and the amount they are willing to pay to make all of this happen.

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The industry in which the company operates is also an important consideration. If the main focus is the contact center, the questions must be answered with intense urgency, keeping compliance in mind at each stage. There are a number of laws that relate to call recording, whether the organization is a contact center or not. Working with a provider fully versed in these laws is the best way to ensure compliance and proper operation.

Technology changes at a rapid pace, and to get the most bang for your buck, you need to be able to maintain a similar pace. It’s important to select a call recording provider that updates its technology regularly, without impacting operations on the user end. Eliminating this step to ensure you’re continuing to move forward in your call recording initiatives is critical. Plus, before an enhancement is made, the top providers will be sure it is verified against changing laws to ensure both you and the provider are in compliance.

Compliance and technology enhancements are critical points in the recording space. Consider the recent HIPAA changes as they relate to recording. Any storage of data in a non-compliant HIPAA database can generate significant fines and your company could be at risk if you do business with a provider who isn’t in complete compliance. Follow your due diligence in selecting a provider with a clean track record and proven adherence to all industry guidelines. In doing so, you’re likely to find a proven provider with the latest technology offerings able to meet your needs. 

Edited by Alisen Downey

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