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Recording calls?
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Author:  smiffyz (geoff) [ Mon Jul 17, 2006 8:26 pm ]
Post subject:  Recording calls?
Anyone have a system working, for recording the conversations between the telephone staff and the customer?
We're looking into having it fitted on our system so when a complaint is recived or a query we can listen to the actual conversation that took place between the punter and the phone staff.
Bearing in mind it will have to cover 4 offices and upto 20 staff. And any idea of the cost involved?
Author:  Sussex [ Mon Jul 17, 2006 10:11 pm ]
Post subject:  Re: Recording calls?
smiffyz (geoff) wrote:
Bearing in mind it will have to cover 4 offices and upto 20 staff. And any idea of the cost involved?

Might be cheaper instead to lose a few punters. :-$
Author:  blobby [ Tue Jul 18, 2006 9:54 am ]
Post subject:  Re: Recording calls?
smiffyz (geoff) wrote:
Anyone have a system working, for recording the conversations between the telephone staff and the customer?
We're looking into having it fitted on our system so when a complaint is recived or a query we can listen to the actual conversation that took place between the punter and the phone staff.
Bearing in mind it will have to cover 4 offices and upto 20 staff. And any idea of the cost involved?


We have a Retell PRI16 call recorder installed at the office where our ISDN 30 link comes in (20 channels open), this records up to 16 simultaneous calls.

Cost about £4500 - worth its weight in gold for clearing up booking disputes - suprisingly most of the mistakes are made by the booker.
Author:  smiffyz (geoff) [ Wed Jul 19, 2006 6:22 pm ]
Post subject: 
Not at all upto date with all this, when you say 20 channels is that 20 drivers?
16 calls at a time so 2 would record 32 staff on the phones?
Or doesnt it work like that.
Looking to record maybe 20 staff max covering work for 180 drivers at a time, so its non stop ringing.
Author:  bill_datamaster [ Sat Jul 22, 2006 2:44 pm ]
Post subject: 
Geoff

The way we do it is on a per machine basis, ie the computer taking the booking records the conversation and that way the recording is linked directly to the job in question. In the event of a problem, you just bring up the details and press P for play.

As for cost, it works out less than £10 per workstation because all thats needed is a small recording adaptor from Retel. It works on most phone systems but not the Norstar or new Panasonic systems.

Bill
Author:  smiffyz (geoff) [ Sun Jul 23, 2006 7:09 pm ]
Post subject: 
Thanks everyone, very informative.
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