What is a Call Recording?
A call recording is the digital storage of a phone conversation. The process usually involves an automatic telephone tap that starts recording as soon as the line is opened.
The problem with these types of recordings is that they only capture one perspective of the conversation. The other person’s side is not recorded, so it can be difficult to determine what was said and by whom.
What Are the Different Types of Call Recording?
There are two main types of call recording: on-premises and cloud-based. On-premises call recording is when the recordings are stored on a server that is located on the premises of the business. Cloud-based call recording is when the recordings are stored off-site, usually in a secure data center.
How Does Call Recording Work?
Most call recording solutions work by using an automatic call distributor (ACD) or private branch exchange (PBX) to record calls. The ACD/PBX is a phone system that routes calls to the appropriate extension.
Some call recording solutions use an analog telephone adapter (ATA) to record calls. The ATA converts the digital signal from the PBX into an analog signal, which can be recorded using a standard voice recorder.
Other call recording solutions use a purpose-built recorder that is connected to the PBX. These recorders can be either on-premises or cloud-based.
What Are Call Recordings Used For?
Call recordings can be used to improve customer service in a variety of ways. They can be used to train new employees or to provide feedback to existing employees on their performance. Call recordings can also be used to create a library of best practices that employees can reference when handling customer calls.
In addition, call recordings are useful for quality assurance purposes. By listening to call recordings, businesses can identify areas where their customer service could be improved. Call recordings can also be used to monitor employee performance and compliance with company policies.