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VoIP features: Call Monitoring & Recording

Updated on September 19, 2013

One of the major selling points of VoIP technology is that advanced voice and call features are now available to organizations at reasonable prices. This is especially true for small and medium enterprises for whom virtual and toll free numbers, call forwarding, visual voicemail etc would have been prohibitively expensive just a couple of years ago.

Two such services are call recording and call monitoring, which can be very useful in many situations.

VoIP Call Recording
VoIP Call Recording

Call recording

Call recording gives you the ability to record the business interactions of your employees. Call recording may be of two types: on demand and automated.

On demand recording is convenient to let employees record their own calls. It can be activated with a pre-configured key combination and recordings are available in individual user accounts, secured with passwords. It allows staff to concentrate on the call without the need to take notes. It can be very handy for audio conferencing or client calls when key details need to be reviewed later.

Automated recording is usually available to system administrators and can be enabled for entire groups at once. This feature is especially useful for customer service or sales departments where agent performance needs to be tracked or feedback is important. New agents can be trained more effectively by playing back their customer calls, so that they can easily see for themselves which areas need to be improved upon.

Call monitoring

Call monitoring is another feature that has practical use for customer service or sales departments. It allows supervisors or senior employees to listen to calls between agents and customers. It can be an excellent tool for training new agents with sales processes or new techniques. Administrators can listen in on calls and even intervene on behalf of agents to help customers with more complex troubleshooting issues. Some providers also offer the ability for supervisors to talk to the agent while the customer is on the line, but only the employee can hear him/her.

VoIP services also give the option of setting up a legal announcement letting users know that calls may be recorded or monitored for compliance with transparency procedures. Legacy phone systems usually required a lot of time and money to enable such features while business VoIP portals allow businesses to activate them as and when needed from the comfort of their office. Call monitoring and recording are two features which can be extremely valuable for enterprises and best of all, they are delivered at low cost through modern VoIP technology.

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