CALL RECORDING eBOOK

How to Select the Right Call Recording Solution for your Business

Selecting the Right Call Recording Solution

Every business has different needs, and yours is no exception. Size, industry, call volume, compliance requirements and other factors determine your unique needs. What you require is a call recording solution that addresses all of your specific needs and fits your specific business. When selecting your call recording solution, there are several guidelines and questions to consider.

In the pages that follow, you will find questions/guidelines covering a number of areas, including:

Company size Industry/regulatory environment Business need

You will also learn about how to determine the following criteria about the solution you choose:

Does it offer the right capabilities? What is the implementation process like? How much does it cost and how much to maintain? What is the typical ROI timeframe?

What Size is your Organization?

Questions to Consider:

Is the solution designed primarily for my size of company? Is it mainly a small business solution or really intended for large enterprise?

Am I going to pay for features really designed for a different size organization?

Does it support my multi-site and multi-tenant needs?

Can the solution scale to support my organization’s growth?

Guidelines

Some solutions claim to be designed for any size organization, but they wind up charging you for features and functionality you don’t need. Likewise, some software strips away needed features as you go lower in terms of number of seats or channels. You want a solution designed for your size business and one that does not strip away any important features and functionality.

x 1? x 10? x 100? x 1,000

x 10,000?

Industry/Regulatory Requirements?

Questions to Consider:

Does the call recording vendor have experience with businesses in my industry?

Does the vendor understand my unique challenges?

Is the solution designed to address my specific industry and regulatory requirements?

Does the product offer capabilities to help me maintain HIPAA, PCI, etc. compliance?

Guidelines

Some call recording vendors specialize in a specific industry or business segment. You want to be sure the company has experience in your vertical. Also be sure to fully understand how the solution helps protect you from relevant industry regulations.

Business Need

Regulatory Compliance

Dispute Resolution

Agent Training

Order Verification

Quality Assurance

Questions to Consider:

What do I primarily need this solution to help me with? o Quality Assuranceo Regulatory Complianceo Dispute Resolutiono Agent Trainingo Order Verification

Does this solution have features and capabilities necessary to satisfy my primary business needs?

Does the recording solution come with all the functionality I need or do I have to purchase separate modules for each business requirement?

Guidelines

You want a call recording solution that has the capabilities to satisfy all of your business needs. Some vendors offer these as separate modules (e.g. a recording application, a quality monitoring application, etc.). This is good, so you only purchase what you need. Be sure the applications are seamlessly integrated and designed to operate together.

Features and Capabilities

Questions to Consider:

Which of the following features (e.g.) are important to me?o Voice recordingo Screen recordingo Quality monitoringo Call evaluationso Customized reportingo Live monitoringo Mobile-phone recordingo Multi-site recording

Might I need any of these features in the future?

Am I considering the needs of all my constituents? Managers? Business users? Technical staff?

Guidelines

It is very important in the product selection process to understand what these capabilities can do and if you need them. Often times your solution is less expensive if you can live without certain features. Some of these capabilities may not be necessary today but may become important down the road. It’s nice to know these features exist should you need them.

o Multi-tenancyo Call taggingo Audit trailo Multi-criteria searchingo Selective recordingo Call exportingo Custom coaching agreementso Report filtering

Implementation Process

Questions to Consider:

What is your timeframe for getting up and running and recording calls? Can you wait or is it ASAP?

How long will you have to wait for the implementation to get started?

How long will the implementation take? How much will the implementation cost? How many resources do you have to commit to the

installation? How difficult is it to integrate the solution into your

existing environment (PBX, CRM, etc.)? Will your network be offline at any time?

Guidelines

Some vendors promise a quick install (days or a couple weeks) but they take about a month to get started. Other vendors promise remote installs in just days. Others can be installed in as little as a few hours. You should look for a vendor that charges nothing or only a nominal fee for installation. Some charge thousands.

What’s your Cost?Questions to Consider:

What is your budget? Is the cost per seat or per recorded channel? Is there a flat on-premise fee or is the solution hosted

and there is a recurring subscription charge? Are you being charged for each feature you choose, or is

there a flat fee for an all-in-one solution with capabilities you may or may not need?

Are there various add-on modules you have to pay for? Is there an enterprise-level and/or an SMB-level offering

with commensurate costs? What are the costs for implementation, training and

support? Are upgrades free or do you have to pay extra?

Guidelines

When considering the cost of the solution, keep in mind some of the more complex, proprietary solutions have hidden costs in implementation, training, maintenance and support. So the initial cost you are quoted is actually lower than what you’ll wind up spending. Be sure to research this to the full extent so you know exactly what you are paying in the end.

Return on Investment (ROI)

Questions to Consider:

How long will it take to get your team up and running on the system? Training?

How long before your team will be proficient in using the system to monitor/evaluate calls, etc.?

What is the vendor’s average ROI and time frame to reach ROI per past clients?

Can you wait 6-12 months for a real ROI? What specific metrics can you expect to improve upon?

o First call resolutiono Average handle timeo Agent performance scoreso Customer satisfaction ratingo Call duration

Guidelines

You’re purchasing a call recording system because you need to improve in the areas of customer service, compliance and/or dispute resolution. Your needs are real and so should be the return on your investment. Make sure you fully understand what to expect in terms of ROI and the projected timeframe for this value to occur.

About OrecX North American based OrecX provides call recording software and related modules to the world-wide user community at a fraction of the cost and complexity of proprietary applications. For pennies a day, organizations with 2 to 20,000 users can maximize the benefits call recording provides.

Try OrecX for 30 Days for Freehttp://info.orecx.com/open-source-call-recording-trial

It’s a simple download. No obligation, and you don’t have to talk to a salesperson.

(312) 945-7622 www.orecx.com