Back in the old days, we had a simple tape recorder hooked up to every phone and a piece of paper in front of every agent. When they began the call, the agent was to start recording the call. When the call ended, the agent stopped the recorder and wrote the customer ID number down on the piece of paper. At the end of the shift, the agent would wrap the paper around the cassette tape and give it to the supervisor. The supervisor would keep a master log of each cassette. These could be then used for training, for quality assurance, or for verification.
If the client wanted to hear a specific call, it was quite a chore to find the right day, find the right shift, and then find the right agent's cassette and then find the right spot on the cassette to play that call. Some clients then wanted all the cassettes shipped to them.
Today, this whole process is so much simplier. It can also be much more expensive. Today, digital call recording allows each call to be recorded either automatically or through a simple click of a mouse. Those files are stored as .wav files and can be easily accessed, emailed, or listened to. Quality assurance monitoring becomes very easy with digital recorded calls. We set up a process where a certain percentage of calls were randomly monitored as well as ensuring that we monitored every agent over some defined time period.
One provider of digital call recording is Data Collection Resources (DCR), who is a provider of affordable call center quality monitoring and recording.
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