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Contact Centre Technology

What not to record – ‘open’ headsets and other events

3 min read
Author Business Systems UK
Date Jun 1, 2007
Category Call Recording Advice

When looking to implement a voice recording system, ‘open’ headsets is something that can get overlooked and only comes to light after the event. Unfortunately that’s when you discover the associated problems and by then, it’s too late.

So what’s the problem and how does it manifest itself? It’s really quite simple; with the headset being ‘open’ all the time anything that an agent says triggers the recorder and keeps it operating all day long. This means that the recorder does not register individual calls; instead it registers what appears to be one very long call from the start of the day until the agent goes home. As you can imagine this makes retrieval of any specific call nigh on impossible and leaves managers asking – “who bought this system.”
To avoid these embarrassing or career limiting situations you may need to consider a ‘selective’ recorder. These systems record only when they meet predefined criteria and this means, things like ‘open’ headsets can be accommodated as one of the predefined rules. The same is true for individuals and therefore these people or departments can be screened out as required.

Beware; Selective recorders are in essence driven by a CTI event and therefore reliant upon call information from the switch, when this fails (and it will from time-to-time) recording stops – which is a bit of a bummer!
Our summary:– Selective recording ranges from being perfect in some instances to totally wrong in others. The best solution for you will depend entirely on your situation/requirement, so do a DNA (development needs analysis) or call in someone with expert knowledge.

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