Businesses rely on call recording systems for a number of reasons:

1. Training purposes (ex. for customer service call recording)
2. Customer feedback
3. Customer surveys
4. Order placing and verification
5. Company safety and protection

There are a large number of call recording products available, and you need to find the best one for your business. Some call recording companies offer software, some offer call recording services and some offer call recording systems. There is a huge difference in cost between call recording services and call recording systems, so know what call recording products are in your budget.

You want to take into consideration the size of your business and the number of phone lines you have currently, but you also need to take growth into consideration. You may only have five employees now, but next year you may have 25. Keep this type of growth in mind, especially if you plan to purchase call recording software or systems.

Action Steps
The best contacts and resources to help you get it done

Buy call recording software

Phone call recording software helps your company monitor phone calls, observe customer feedback, and train employees.

I recommend: Coordinated Systems, Inc. (CSI) offers Virtual Observer (VO), a software recording option that allows you to choose from different Call Recording Methods. This product is compatible only with certain phone systems. You need to check to see if your current system is on the Supported Phone Systems list. If you do not find your current system, contact CSI to find out about possible connections. Parliant Corporation offers PhoneValet, software to help businesses with all of their call recording needs. NCH Swift Sound has the VRS Recording System, compatible with PCs that use Windows or Linux. This product offers a free download for trial purposes.

Use a call recording service

If you do not want to deal with call recording software, consider using call recording services.

I recommend: Calibrus, Inc. is a call center, call recording company that offers Hosted Call Recording. You have the option of Live Operator Third Party Verification (TPV), Automated Interactive Voice Reponse (IVR) TPV, or Hybrid Live-IVR TPV. Diamond Voice Messaging & Information Service allows you to subscribe to Third Party Recording Services; contact this company to get more information about their phone call recording service.

Invest in a call recorder system

Call recording systems are pricey. If you are going to buy call recording hardware, research them to ensure that you get everything you need.

I recommend: The Cardinal Group offers a couple different types of call recording systems: Desktop Call Recorders by Total Recall and Rack Mount Call Recorders by Total Recall. Call recording software is also included with these products. Algo Communication Products offers call recording servers that are Windows-based. This company offers Desktop Call Recording Solutions and Enterprise Call Recording. FireRock Technologies also offers systems worth checking out.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  If you plan to buy call recorder software, make sure it is compatible with your current computer products.
• •  Before you buy call recording products from a company, check to see if the company offers training for your employees at no charge.