Our call recording product is one that customers find easy to understand and use, which makes it an ideal value-add service to sell with any call routing or IVR solution. When we record calls, we generate an MP3 file which (unless configured otherwise) captures both what the caller is hearing and what they’re saying from the very beginning of the call.
Customers tend to have a range of reasons for wanting call recording, ranging from regulatory requirements through to wanting to be sure they don’t forget order details. If customers have concerns over the laws and requirements relevant to call recordings (such as the question of whether they are required to announce that the call is being recorded, which often isn’t the case), we can refer you to relevant government information and advice.
Call recording is available on all of our services.
When to record. You can choose to record all calls or a random percentage of them. Recording usually starts from the moment the caller complete dialing, which means we record any interaction the caller has with IVR (messages and menus) as well as the time they spend connected to an operator, or we can just record from when that conversation starts. Recording can also be started manually when the operator presses the * key.
What to do with the recording. We normally keep recordings on our web site ready for the customer to download for seven days. The customer can also download the recordings in batches, have such batches sent (by email or FTP) on a daily or weekly basis or have each recording emailed to them as soon as it completes. For those with a requirement to keep such recordings for a long time, we keep long term archives with a retrieval fee.
As mentioned above, you can add call recording to any of our services from the simplest of Basic NTS products through to complex call centre setups. Depending on the nature of your business and your customers, you can negotiate pricing for call recording based on a balance of setup charges, monthly rentals, storage charges and per-minute charges for the recordings.