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Call Recorder Versatility Test - Numonix - ContactCenterWorld.com Blog

Call Recorder Versatility Test

Call Recorder Versatility Test – What’s your Score?

When it comes to call recording, there are features and functionality abound, but you can only take full advantage of all of them if you have the power of versatility and customizability. Many call recording solutions do not offer customization capabilities to make the recorder work precisely how you want it to.

Let’s face it, with a fully-functioning call recorder customized to your exact specifications, you have the power to pinpoint agent performance gaps, identify potential compliance infractions, rescue at-risk customers, uncover workflow problems, and so much more. However, with a rigid call recorder, you may only be scratching the surface with regard to your call recording potential.

When assessing the versatility level of your call recording software, there are several variables/areas to consider. But first, let’s establish a grading system so you can measure the versatility of your call recording system. Using a scale of 1-10, one means you have virtually no capabilities in the particular area, while 10 means you meet that criteria perfectly.

Data Acquisition:

Versatility in terms of the types of data that can be culled, combined and mined can lead to a new level of intelligence gathering, and subsequently, dramatic enhancements in service and sales performance. Many contact centers today utilize a combination of landlines, VoiP, chat and even Skype for Business when communicating with customers. If your recording software was only capable of capturing a fraction of these modalities, you would only see a sliver of the full picture regarding customer service performance, agent workflow optimization or sales conversion success.

Therefore, imagine the value in recording landline, VoIP, mobile, Skype, and even Office 365 all on the same system.

Rate your recorder on its “data acquisition” versatility → [1 2 3 4 5 6 7 8 9 10]

System Interoperability:

Suppose you run a large, multi-site contact center all using Avaya VoIP. Now, suppose your organization just acquired another firm and it has contact centers running Cisco TDM. Without the flexibility to centrally capture, mine and replay interactions across both telephony environments, you are left without a unified measure of your service performance, your compliance adherence, order verification, and so on. To say the least, this disconnect would lead to significant redundancies and manual workarounds in order to pull interactions from the varying PBX centers into a single view for monitoring and reporting purposes. And redundancies and workarounds equate to allocating time, staff and money you don’t have or want to part with.

Rate your recorder on its “system interoperability” versatility → [1 2 3 4 5 6 7 8 9 10]

Reporting:

When it comes to your customer interactions, your agents are trying to sell your products/ services and support your customers’ needs - two critical functions in your business. Therefore, the performance and reporting data you yield from the interactions can provide a wealth of intelligence into areas such as where to invest more resources, where to take corrective action, etc. What is needed in order to garner the most telling insight is a solution that enables you to…

  • Easily utilize canned reports
  • Schedule auto-generated reports for certain times of the day/week
  • Push the most important content right to your desktop

With the right level of versatility to support your very specific reporting needs, you can gain valuable business intelligence into the operation and performance of your organization, make the most informed decisions based on accurate, easy-to-discern information; improve agent performance using the most accurate and telling metrics, and identify business trends and proactively take advance of opportunities.

Rate your recorder on its “reporting” versatility → [1 2 3 4 5 6 7 8 9 10]

Storage:

Your interaction recordings can not only yield significant intelligence, but they can also provide a safety net for disputes and/or compliance issues. Therefore, you want to be able to store your

recordings wherever you need them, for easy and ready access. This could be your corporate

NAS or SAN or online through Azure, Amazon Storage Services, etc. The point is, as a company, you likely store your critical files and data someplace, and you want the ability to also keep your important interaction recordings in the very same location, whatever storage solution/environment you are using.

Rate your recorder on its “storage” versatility → [1 2 3 4 5 6 7 8 9 10] 

 

Data Privacy/Security:

Your interaction recordings can contain all sorts of sensitive information, including account numbers, social security numbers, passcodes and so on. You do not want every agent or supervisor to be able to access every recording. This would be madness and very difficult to manage in terms of potential data breaches or misuse of personal information.

What makes the most sense here is extreme granularity and simplicity in how you allocate access to your recordings. You may want to restrict staff based on the team they work for, or their quality scores, or based on the time of day, customer ID, purchase amount, whether a credit card number was captured and so on. The point here is you need versatility in terms of how you appropriate access to your precious recordings. The more variables the better in terms of permission levels.

Rate your recorder on its “system interoperability” versatility → [1 2 3 4 5 6 7 8 9 10]

RATING YOUR SCORE:

After counting up all of your scores, you should come up with a number between 5 and 50. Now, see where your score falls below:

  • 5-25: Very poor versatility. You have little if any customizability of your recorder.
  • 26-50: Minimal versatility. Your recorder does offer minimal customization capabilities but you lack the full versatility to tailor the solution to your precise needs.
  • 51-75: Average versatility. You currently have the ability to tailor some aspects of your recorder to make it your own.
  • 76-100: Full versatility. You have dozens of customization options to take full control of your recorder in terms of what you capture, how you capture it, where you store it, who can access it and how you report on it.

Source: https://numonixrecording.com/blog/call-recorder-versatility-test/

Publish Date: June 8, 2018


2022 Buyers Guide Headsets

 
1.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.

2.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing

3.) 
CTCOMM

Plantronics
Jabra
Sennheiser

4.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

5.) 
Hello Direct

Poly, Jabra, EPOS, JPL, Cisco, Logitech
We offer a broad portfolio of headsets to include Headsets with QD (Quick Disconnect), DECT and Bluetooth wireless headsets, USB Headsets, Zoom and Microsoft Teams Certified Headsets, UC headsets, Contact Center headsets, Work From Home headsets, hybrid work headsets, and more! We supply all headset accessories to include ear cushions, mic screens, lapel clips, training-y cables, interface cables, EHS cables, replacement parts, and more.
Hello Direct offers headset Refresh and Voice Testing Services and a new UVC Sanitize Service where we use our commercial UVC cabinets to sanitize your headsets and handsets with UVC light technology.

6.) 
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide

7.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.

8.) 
Leitner Headsets

Contact Center Headsets
Over one million North American businesses have purchased headsets from us in the past two decades – we understand headsets.

Leitner Headsets are the most durable contact center headsets backed by a 5 Year Warranty, giving you a best-in-class productivity tool that fits your needs (and your head). As the trusted experts, we make headsets simple to choose, and easy to use.

9.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.

10.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
 



View more from Numonix

Recent Blog Posts:
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Don’t Let Data Privacy and Compliance Lapse During COVID-19April 22, 2020
Why you Must Start Recording Your At-Home Business InteractionsApril 13, 2020
Hidden Costs of NOT Recording Customer CallsFebruary 17, 2020
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Contact Center 2020: Asset or Liability?October 11, 2019
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Call Recording for Legal Firms: What you Need to KnowJune 14, 2019

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