So you've made the decision to purchase a telephone recorder. Whether you're a business owner who needs to train call center agents or a newspaper reporter interested in taping your interviews, it's an intelligence choice to make, and you should know there is a telephone recording solution that fits your needs without stretching your budget. Of course, like most electronic products, there are lots to choose from and it's useful to have some knowledge of voice recording basics before you make your purchase.
First off, let's mention a few of the reasons why you should consider purchasing a voice recorder as a business owner or decision maker.
1. Training - A digital telephone recorder is a great employee training platform. If you have call center resources or representatives who spend a lot of time on the phone interfacing with clients, customers and prospects, a recording suite can let you monitor, record, store and play back phone calls. Supervisors and agents can review conversations jointly for improved performance motivation, gaining a better understanding of different client issues or concerns and suitable agent responses.
2. Dispute Resolution - It happens all the time. Customers call into a business requesting information. Words are exchanged, a miscommunication takes place between the company representative and the caller, and suddenly there's an escalation. Having a telephone recorder that stores calls and call logs is a great way to diffuse these types of situations. Supervisors can retrieve and play back calls with ease, listening to the conversation in question and making an informed decision. From a liability standpoint, calls that are properly recorded are admissible in nearly all courts, making them a huge hedge against unwanted lawsuits.
3. Internal Security - Perhaps you have employees who you suspect are making inappropriate calls from office phone lines during business hours. Telephone recorders can allow you to monitor and preserve questionable phone activities. As with customer disputes, this is an important tool to have when considering the termination of an employee.
Before you make your purchase, you should also do an inventory of your current office equipment.
1. How many phone lines do you want to integrate with your telephone recording software? There are models that can handle thousands of phone lines, there are models made for one line. Know which type you need.
2. How are you managing your telephone recordings? On a local server or remotely. Regardless, depending on number of phone lines and activity you plan on running through your telephone recorder, most modern computer hard drives will have plenty of storage space
3. How many personnel will be using the telephone recorder? Some manufacturers charge a per-seat license fee beyond their standard license allocation. Make sure you have a good idea of your usage expectations.
Once you're ready to buy, sort through the available telephone recorder models with these thoughts in mind:
1. Can the unit scale? Is it flexible enough to handle increases in work load and employee usage
2. Will you be installing the unit yourself? If you're not, buy a model that comes ready to plug n' play.
3. How user friendly is the recorder's functionality? Retrieval, playback and archiving should be seamless and simple.
4. How will you be using the recording software? Are you going to record calls and listen later? Or will you be monitoring calls on an ongoing basis? If so, will you be monitoring multiple lines at once? Know your tasks.