The Future of Call Recording & Logging

Call logging and recording technology are often confused because of the terminology and because of peoples’ perception but both systems are very much separate and they are distinctly different applications. As a result, people often believe that they are one and the same however that is not the case.

Call recording systems were typically deployed by call centres but these systems are increasingly in demand by all types of companies, even small organisation where perhaps it was once perceived unnecessary. It is now used by all types of organisations regardless of size and type (including Government authorities) because most organisations can benefit from this form of technology.

There are many reasons for this, including the ability to find out which people need further training, to increase productivity, provide better customer service and improve AHT (Average Handle Time).  Many companies, such as hoteliers for example, use call logging systems to maximise profits by being able to analyse who, when and where calls are made. Service desks are another type of user, where companies offer phone support or a ‘hotline’ enabling customers to phone the company with any queries or questions that need to be resolved. It is even used by taxi firms in order to repudiate allegations of taxis not turning up! Many technology companies also offer a telephone response service, for software support or technical queries, ranging from IT to consumer electrical products.

Furthermore, in an increasingly competitive and litigious environment there is an even greater imperative to maximise each and every call made by company employees. The benefits have been recognised by large scale companies and hence the reason why similar technology is being used by smaller companies.

The future of both systems is set for continued growth as is usual with technology. The aim is to drive costs down and improve efficiencies and more often than not, what works within the enterprise will have the same impact within the small business and Government communities.

In future, ironically, it appears that new systems released into the market will in fact encompass both call recording and logging as a single application.