Recording and Archiving Calls

Discover the benefits and advantages of recording and archiving calls in a call center.
Recording and Archiving Calls


archivingNo one would argue that record keeping has become an indispensable part of our culture. Since the number of daily transactions and interactions a business performs has gone up, so too has the burden of proof on all parties involved. Certainly, there was a time when a good word and a handshake would move a business deal forward, but today a handshake, while certainly an important step, is only the beginning.

For sure, it is the nature of human beings to discuss and debate, and also for each to believe he or she has the right version of any story. For example, starting from playground days, people engage in conversations that boil down to, "yes, you did - no, I didn't" . Such characteristic provides the basis for self-determination and strong decision making, but also opens the door to situations with no resolution. Now, let’s go back to our playground example - we all know what happens next: the adult says "I don't want to hear another word" recordingand everyone leaves the situation without conclusion. As business interactions need to have conclusions, what's the adult resolution?

It is believed the answer is the ECHO digital recording solution. All of the sudden it's not a matter of who is loudest or can use the biggest words or who is 'most important', now there's a documented, indisputable record of the discussion. It brings a whole host of advantages, including dispute resolution, liability management, evaluation support, and more.