10 Questions to Ask a Prospective Call Center Recording Provider

Posted by Kevin Levi on May 15, 2013 10:01:00 AM

Not all call center recording providers are created equal.  To be sure you are employing/have employed the very best call center recording solution for your contact center, there are several important questions to consider asking the prospective or current call center recording provider. 

Here are some of the top questions to ask:

1. Do you offer software only systems?  Some systems come with proprietary voice loggers that must be deployed along with the recording software.  These are very expensive and really limit your options in terms of interoperability with other software and hardware already in place.  You want a software-based solution that you can running on commercial-off-the-shelf (COTS) hardware.

2. Which PBX systems do you integrate with?  You want to be sure your call center recording provider has tested its system with the PBX system you have in place or plan to employ.  Check not only the brand (such as Avaya, Cisco, Mitel, etc.) but also the version number.  The best option is if the provider has an open API to ensure any interoperability is possible.

call center recording

3.  Is your call recording solution all-in-one or modular?  You actually want modular so you can only purchase those modules you really need.  All-in-one systems tend to charge you for functionality you may not ever use.

4. Do you offer permanent and subscription pricing?  This is important because subscription pricing allows you to try the solution for a little while without getting locked into a big contract.

5. How long, difficult and expensive is the implementation process?  Most call center recording providers have a complex days-to-weeks-or-even-months implementation process and many charge for their installation services because it is virtually impossible for you to do it on your own.  Ideally, you want to go with a provider that offers a simple, no-charge installation that can be accomplished the very same day, on your own.  There aren't many of these providers out there. 

6. How much training is involved in getting my users up and running?  You want to be sure your call recording system is intuitive and does not really require any training.  You certainly don't want to have to pay for any such training and if you do, it means the solution is probably difficult to use.  This can be costly and problematic, especially as you bring on new users.

7. What are the typical maintenance requirements for this system?  Some call center recording solutions are not only difficult to install but also maintain and troubleshoot.  This is because their software is extremely complex and requires professional services to integrate it into your environment.  You want software that integrates seamlessly and has zero issues.  This frees up your IT staff to focus on other projects.  This question is so important that is would be wise to ask for some references to prove their claim, once they give it to you.

8. Is there a free trial of your software?  It is always better to demo something for free without any strings before making your purchase.  Most providers do not offer such a trial, but it is worth asking and/or finding a provider that does.  How can you know if it will work well in your environment without first trying it?

9. What other organizations in my industry do you currently serve?  You want a provider with relevant domain expertise, and you also want to be sure other companies like yours are using the call recording solution and are happy with it.

10. What is the typical return on investment timeframe?  You want to be sure your call recording solution can offer you a rapid ROI so you can recoup your investment and demonstrate the system's value to your senior management.  Many systems promise a six month or even a year.  You want a solution that offers an ROI in the weeks-to-three months range. 


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Topics: call recording

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