All call recording is not the same, and that is especially true if you have a blended or outbound contact center. Outbound contact centers have unique technology, compliance rules, and scripting. These systems are designed to optimize calling to attempt to ensure live connections with the intended recipient. Being able to easily find recorded calls and deliver them for review, may not just be for quality assurance, but also proof of regulatory compliance. Here are five key concerns you should know if you want to record outbound calls:
Know how technology works - Most blended contact centers use a separate dialer for outbound calls that may not be from the same vendor as their phone system. If call recording is only connected to the phone system, recordings are one continuous recording for the entire calling session. If call recording is only on the dialer, direct dialed or inbound calls are not recorded. Having a system that integrates to both systems allows you to record all calls on your phone system and sub-divide dialer calls into separate recordings. It is also important to be able to identify campaigns and other call statistics provided by the dialer. This is especially important for regulatory concerns. If you are audited, you want to be able to confidently present all of the relevant calls without providing information or calls that are out of scope.