Branch Office Call Recording
Call recording is a well-established discipline in many businesses
. Industry surveys show that over 95% of call centers use telephone listening devices to record their calls. Many financial services firms are legally required to record their calls, and many other businesses record their calls as standard practice. Although there are no definitive statistics, one estimate suggests that over 150 billion calls are recorded in the US each year.
One business area where call recording is not fully developed is in the area of branch office recording. No sales statistics are available, but a comparison of product offerings make it clear that branch call recording is a small percentage of all call recording products. Weve been compiling lists of telephone recorder software and equipment and have identified over 300 distinct products and services so far. Of these, less than 5% position themselves as appropriate for recording in branch offices.
Call recording is a natural fit for branch offices. Its obviously much harder to maintain consistency of message and presentation when people are in many different offices than in a call center, where they are all in the same building. By recording and sharing calls across branch offices, managers can insure that they are delivering the same experience to customers, whether they are in Cleveland or Kansas City.
And branch offices are important. One study suggests that more than 90% of employees work away from their headquarter facilities and that number is growing. Branch offices include everything from engineering, legal and financial services, to car rental offices and pizza shops.
What kinds of telephone listening devices and recorders are appropriate for branch recording? A review of the products that are marketed to branches suggests the following:
1) First, they should be able to economically record small numbers of telephones. Call center recording systems, for example, are cost effective for groups of 50 telephones or more, but often require a minimum investment of five thousand dollars and up - per location. This is far too expensive for offices with 10 phones or less.
2) Second, branch-office call recording systems should be simple to install and administer. Branch offices frequently have very limited technical support staff. Telephone recorder software systems with databases needing frequent maintenance or delicate hardware are not practical in these environments.
3) Third, branch-office recording systems should be easily deployed regardless of the phone systems at the branch. It is often the case that a company will have multiple sets of models, brands and other variations in telephone systems across branches. This is especially true when the branches are actually independently-owned offices selling products on a franchise or agent basis. Telephone listening devices that work for specific technologies, brands or models and not others are unable to offer 100% coverage of all branches.
4) Fourth, centralized administration should be available for organizations who want administrative functions controlled across multiple branches.
5) Last, branch-office recording systems should be able to gather recordings across all branches and manage finely-tuned access policies that allow only properly-authorized personnel to retrieve and play the recordings they should have access to. In general, most businesses will want immediate supervisors to have access to the recordings of their direct reports, but limit their access to those personnel, while maintaining access for division, regional or corporate management.
One strategy for meeting these requirements is a store and forward approach that minimizes the data processing required at the branch level while concentrating processing, storage and support activities centrally where technical staff are available. This is consistent with the cloud computing approach that has become so popular.
by: Recording Magic
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