There are many types of logging and monitoring systems available but it is important to have a very clear rationale as to why your organisation needs them and who needs to be monitored. You need to make absolutely clear that you comply with all the rules and legislation governing the recording and monitoring of telephone calls.
Call logging and recording can be incredibly effective at increasing efficiencies within a company and improving sales, all thereby improving profitability. Any system that maximises your customer data provides a better customer experience and ensures customer loyalty can only be regarded in a positive way.
Do remember that logging and recording systems are two separate systems or applications and as a result resolve two separate set of issues. Logging generates reports and allows for detailed analysis and recording captures information that can be used for a variety of uses, for example, whether to improve sales performance and hence increase revenues or for compliance reasons. Ultimately both are very effective methods of engaging technology to control costs and improve efficiency and should be considered regardless of size or type of company.
The adage that ‘we are too small to need this technology’ is no longer relevant because of the benefits that can be gained.