What Call Recording System Should I Choose

Recording systems can provide virtually any type of recording you may need, although not all systems can provide all types (total, sample, record-on-demand, selective, business rules driven). Your telephony environment also impacts how a system can be implemented as well. But, there are always ways to get what you want. Just be sure whoever you talk to listens to your complete list of requirements before they launch into the benefits of their system. Be sure you discuss the benefits of each type of recording in your application. Don’t be afraid of paying for total recording, in a lot of cases it is less expensive then random sampling.

But how should I record... everything, a sample, give agents the ability to Record-On-Demand? Well... it depends. What do you want to measure? Do you need to have all calls available, just in case, or will a random sample be enough? What data do you need to have indexed to those calls? What would you like to have indexed to the calls (it may be easy and sometimes it’s cheap or free)? Do you need to follow the call as it transfers through your company?