What is the difference between Call Recording or monitoring and call logging?Call Recording and Call Logging systems keep a record of all or some telephone calls made or taken by employees. Monitoring your business calls can for example generate data such as who needs to be trained or how well they dealt with a complaint. Call Monitoring itself is simply allowing a third party such as a manager to listen to an employee's call in order to appraise their performance. This is commonly built into most telephone systems nowadays as standard and at no extra cost. Common names for monitoring calls are: |
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- Call Listen
- Call Monitor
- Silent Listen
- Monitor Station
- Extension listen
All of which pretty much mean the same thing. On some of the more advanced systems such as Mitel 5000, 3300 and Avaya IP Office (which we sell at Denwa) offer additional features for supervisors while listening to staff conversations such as;
- Barge In
- Steal Call
- Join and Record
- Send to call to destination
These advanced features are very useful in day to day business nowadays and offer small business features that call centres and large companies were once spending a huge amount of money on to receive.
Having logged and recorded your calls this information can be referred to at a later date, if for example a customer suggests that a member of staff had been rude or had made a promise that had not been actioned. Call logging and Call Recording is a system that essentially produces reports from phone usage. It enables organisations to generate and analyse key information such as where a call is made or from, duration of the call, region or country it was made to or from, and which individual made that call.
Do I need both Call Recording and call logging?
Most companies buy both eventually, however Call Recording is much more expensive than call logging software. Discounts are often given if you buy both call logging software and a Call Recording solution at the same time.
Depending on the type you buy also depends on how the two products interact together. Ideally you want a fully integrated system which will allow you to pull back call recordings from the call logging reports.
What are the legal issues that I need to consider?
One of the reasons why companies use call logging and Call Recording is to comply with the UK legislation. It is also important to take into account what can potentially be in breach of people's human rights or in contravention of the Data Protection Act. It is most important that you take expert advice before you install such systems and how you should communicate this to your employees. Furthermore, for Call Recording purposes it is essential that people that you call or that call your company are notified that the call may be recorded using a call announcement before the call hits an available operator for example "Welcome to Denwa, your calls are may be recorded for training purposes".
Is call logging and Call Recording only priced for large companies and call centres?
No. Many companies, small or large, Government departments and 'not for profit' organisations can benefit from this type of technology and in many instances are compelled to have it because of legal and compliance reasons.
In terms of price, Denwa are a call logging supplier and prices start from only £300 +vat plus installation and training for call logging software.
Do you offer pay monthly options?
Yes. We offer call logging software and Call Recording solutions on a pay monthly basis. We recognise that many companies might be on tight budgets and Denwa Communications will do all they can to accommodate price restraints.
Why are Call Recorders so expensive?
Call Recording prices are quite high, largely due to the component costs of the products, this typically puts ISDN30 and ISDN2 call recorders in the thousands of pounds per solution.
Denwa offer many different payment plans for call recording equipment and discounts to suit, if you are looking for a business Call Recording supplier contact us for a Call Recording quotation and we will help you select the right Call Recording solution.
Does my business need call logging and Call Recording?
There are many reasons to buy Call Recording and call logging software products for business, but the primary one is to increase efficiencies. If more calls are made (whether it is people making outbound telesales calls, handling complaints or solving customer queries), then lthe better the service given to customers will be and in the case of telesales, revenues per call should increase.
Compliance is also a major influence on the take-up of Call Recording technology and as a result, the technology is used by banks and other companies that are regulated by the FSA (The Financial Services Authority). For more information on FSA regulations for call recording in the UK visit our Call Recording forum at www.callrecording.co.uk/forum
The aim of FSA Call Recording regulations is to make sure that all facts and figures are recorded during a conversation in order to ensure that the customer has not been mislead and also to make sure that a telephone call can be referred to at a later stage should a dispute occur. Regardless of whether your company is a major bank or a small taxi firm, it can be major value. If you are unsure please call our Call Recording experts at DENWA on 0845 076 1001.
We hope you have found this useful, here are some additional resources of information;
www.calllogging.co.uk/buyers-guide
www.callrecording.co.uk/buyers-guide