Call recording – how to choose the best solution

It is not entirely easy to choose the right technical solutions for your company. Call recording is no exception. There are quite a few different call recording services to choose from, services that are fraught with technical terms and complicated explanations. And you want to make sure that the solution you choose meets the wishes or requirements your company has.

If the call recording is critical to your business, it becomes even more important to choose the right one from the start.

If you are now sitting and thinking “But why should my company even record conversations, at all?”. Well then we have the answer in our previous blog about the benefits of recording conversations.

 

So, what to look for when selecting a call recording service? How do you make sure you choose the right solution?

We have divided it into 6 focus areas

  • Security
  • Scalability
  • Operator independent
  • User interface
  • Search function
  • Conversation tag

Below we have specified, in more detail, how you should think about the different areas.

spela in samtal record calls

1 Security

First of all, choose a solution with solid security. When it comes to personal data and sensitive information, it is extremely important to choose a call recording service that handles your calls with high security. Ensure that the service is compliant with the GDPR. If you work in banking and finance, it is also important that the requirements for MiFID II are met.

2 Scalability

Many people make the mistake of investing in a system that works for what the business situation looks like right now, but forget to think about the future. We often see that entrepreneurs turn on the service to a specific department or section, but soon realise the benefits of other people, queues or response groups also being able to take part in the service. Then it is common that you have not taken into account the capacity and storage for future needs. Choose a provider and service that can scale up the Call Recording according to your needs.

3 Carrier independent

The carrier you have chosen for your company subscriptions may not be the same carrier you want in two years. New offers comes all the time and as an entrepreneur you obviously want to be able to choose the offer that is most advantageous. Then it is good to choose a service that is completely carrier-independent. In this way, you can change carrier without having to bother transferring databases with saved calls and train employees in a new system as soon as you choose a new carrier.

4 User interface

The user interface is something that many people forget when they invest in a new call recording service. Many times it is not the people who buy the service who then work in it, on a daily basis. But the fact is that an intuitive and user-friendly interface can shorten onboarding processes, both when the service is implemented and when new employees are to take on the service. A simple user interface can also reduce the risk of errors being made.

5 Search function

The whole point of call recording is that you should be able to search for and find calls quickly and easily. Sometimes you know which number called, sometimes you know which day and approximate time the call came in and sometimes you know which person received the call. Be sure to choose a call recording service that can deliver a robust search function.

6 Call tags

In order to easily extract data and organise among your conversations, it is important to be able to tag the conversations in a quick and easy way. Services that have management for things like call results, customer results and evaluation will make everyday life easier for users. Call tags help you sort and view calls that require quick feedback or extra attention. It can also help you evaluate how your employees are performing, vis-à-vis your customers.

If you take the above elements into account when you invest in a call recording service, you will be able to ensure that the service meets the requirements you have, both today and those you may have in the future. Want to know more about Soluno’s call recording service? Then you are warmly welcome to call us on +4610-410 51 95 and we will tell you more about what we can do for your particular company.

Do you want to read more on your own? Then you will find more info here:

 

By Elin Gunnarsson
Content Manager
In a time of "it must happen now" it is of the utmost importance to have the right communication solutions.

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