Things You Need To Know About VoIP Call Recording

voip call recording

When you are on a call with a colleague or customer, taking notes is a helpful way to remember important points from the conversation. However, note-taking can also be a distraction, or you may be unable to keep up with the conversation. In such cases, business VoIP call recording can be a better solution. This technology allows you to record both sides of a telephone conversation so that you can listen to it later.

This article will provide an overview of everything you need to know about VoIP call recording.

What Is VoIP Call Recording, And How Does It Work?

Your agents will have access to useful information that can be utilized to tailor subsequent interactions with clients if you record your phone calls. Agents can sort through the data and improve the customer experience by referring to key topics in the initial contacts. Agents have 24/7 access to recorded calls because they are kept in the cloud.

Different methods are used for call recordings, such as:

  • Real-time recording can be activated by pressing a specific button before or during the call. The recording can also be paused using this method.
  • The “Look back” recording captures the entire call, even if the recording command is sent after the call has started.
  • Once the call recording function is activated, all inbound and outbound data is captured and converted into voice data files, which are usually automatically categorized into a specific data format. The calls can also be recorded in different formats and easily converted, and they can be tagged with important information such as the phone number and the time of the call.

Types Of VoIP Call Recording

Typically, there are three types of VoIP recording, which are as follows:

Hosted Recording

With a hosted solution, the recording hardware and servers are located at your provider’s site. Some hosted providers also offer a certain amount of recording space for free, while others require a paid subscription to get the recording feature.

Software-based Recording

With software-based recording, the recording software is installed on your computer or server. This method can be used to record calls over the phone and for softphone applications such as iOS or Android, Skype, Google Talk, and Google Hangouts. The software records the sound that goes through your computer’s sound card.

If you want to use the software, it must be set up either through the software itself or your computer’s settings. The software records the call at the source, but in case of multiple sources, such as a phone or Skype call with multiple speakers, the software must be set to select the source or pick both sources, also known as channels.

Depending on the options, the two channels can be separated into discrete left and right, and the software parameters can be set to remove silences in the conversation. Additionally, you can select the format and quality of the final file. Higher-quality recordings will take up more space. Calls can be recorded in one channel or separated into multiple channels. Typically, the sound is recorded in mono, meaning only one speaker, instead of stereo, which would require twice as much memory.

Hardware Recording

An appliance-based recording system uses a device, typically a rack-mounted unit, placed among the VoIP equipment. This device is connected to the internet and other equipment through LAN cables. It works by “sniffing” a specific network port for VoIP data, interpreting it, and recording it. 

This method is useful as VoIP calls only pass through specific ports for security reasons. The appliance can be small or large enough to monitor multiple extensions simultaneously. Instead of storing the recorded calls on a built-in hard drive, they are sent to a server database for online storage.

Benefits Of VoIP Call Recording

Recording phone calls can bring several benefits to your team. Here are some benefits that you can expect from VoIP calling software

Improved Customer Support

Recording calls is a common practice for businesses to evaluate the quality of customer support. By reviewing the recorded calls, you can identify areas for improvement and ensure that customer support representatives are conducting effective conversations. The recorded calls are saved in the cloud, providing easy access for future reference and analysis.

Better Employee Performance

By recording phone calls, you can monitor the performance of customer service representatives and use the recordings for training. Managers can use the recordings to identify areas where agents excel and where they need improvement.

Identify Problem Areas

Recording phone calls allows for identifying trends and patterns in customer interactions. By analyzing customer responses to specific phrases or communication styles, businesses can identify areas for improvement. It can lead to better customer experience and a more effective sales process.

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Keep Records

Your agents will have access to useful information that can be utilized to tailor subsequent interactions with clients if you record your phone calls. Agents can sort through the data and improve the customer experience by referring to key topics in the initial contacts. Agents have 24/7 access to recorded calls because they are kept in the cloud.

Dispute Resolution

Recording phone calls allows customer and agent disputes to be easily resolved. By reviewing the recorded call, you can understand the issue and give additional training to the agents if needed.

Conclusion

In conclusion, VoIP call recording is helpful for companies wishing to enhance customer service, keep track of client contacts, evaluate employee performance, find weak points in their sales script, and settle disputes. Businesses may quickly access and analyze audio files to obtain insights and enhance their operations by recording incoming and outgoing calls.

Numerous call recording techniques and types are available, such as hosting, software-based, and hardware-based systems. Each offers benefits and may be customized to fit your company’s needs. VoIP call recording offers a safe and simple approach to enhancing customer satisfaction and corporate operations.

marshal

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