Our call recording product is one that customers find easy to understand and use, which makes it an ideal value-add service to sell with any call routing or IVR solution. When we record calls, we generate an MP3 file which (unless configured otherwise) captures both what the caller is hearing and what they’re saying from the very beginning of the call.
Customers tend to have a range of reasons for wanting call recording, ranging from regulatory requirements through to wanting to be sure they don’t forget order details. If customers have concerns over the laws and requirements relevant to call recordings (such as the question of whether they are required to announce that the call is being recorded, which often isn’t the case), we can refer you to relevant government information and advice.
Call recording is available on all of our services.
Options for call recording
We provide many options on our call recording services, as everyone’s requirements are different. They fall into two main groups:
- When to record. You can choose to record all calls or a random percentage of them. Recording usually starts from the moment the caller complete dialing, which means we record any interaction the caller has with IVR (messages and menus) as well as the time they spend connected to an operator, or we can just record from when that conversation starts. Recording can also be started manually when the operator presses the * key.
- What to do with the recording. We normally keep recordings on our web site ready for the customer to download for seven days. The customer can also download the recordings in batches, have such batches sent (by email or FTP) on a daily or weekly basis or have each recording emailed to them as soon as it completes. For those with a requirement to keep such recordings for a long time, we keep long term archives with a retrieval fee.
Selling and billing call recording
As mentioned above, you can add call recording to any of our services from the simplest of Basic NTS products through to complex call centre setups. Depending on the nature of your business and your customers, you can negotiate pricing for call recording based on a balance of setup charges, monthly rentals, storage charges and per-minute charges for the recordings.
Having instant access to online statistics, live wall boards, call recordings etc.. And the ability to allow our clients access to view our performance on their lines has been a vital element in our continued success.
Answer-4u have been working alongside Intelligent Telecoms Routing for over 8 years now and the constant development of their portal has fundamentally given our business a huge USP in our market place.
Customer Service Director at Answer-4u
Intelligent Telecoms Routing have trained us in building and using their cloud based IVR’s , we are fully in control and can route calls to any of our local and international sites as business dictates.
'For over 10 years Intelligent Telecoms Routing have been our chosen provider of switchboard software, and have helped us to grow as a business through listening to our needs and working closely with us.
Intelligent Telecoms Routing provide a reliable service, undertake continual development and innovation with their systems to benefit their customers and deliver their service with a friendly, customer focused approach.’
Senior Manager, Car Take Back
The team at Intelligent Telecoms Routing have provided a great, intuitive platform which allows me to route calls to any number I choose. This gives me great confidence as in the event of a disaster, calls can quickly be directed to another location!
They took time out to understand my needs and gave recommendations on how to setup the system which allows me to manage it myself going forwards.
They are always on the end of the phone when I need anything clarifying and respond to emails in a quick and efficient manner.
Head of ICT, sk:n Limited
We have been customers for over 9 years and I have always found Intelligent Telecoms Routing to be a company you can trust with your communication needs.
They have an innovative approach to finding solutions tailored to your specific requirements and will deliver them to a coordinated plan.
The team at Intelligent Telecoms Routing have assisted ROM Group through some challenging projects where delivery and quality were of paramount importance.
I feel we have a partner that understands what I need and what my Business needs.