Call recording process

[tech291083]

Hi,

Not sure if this is the right place for the question that follows:

How do call centers record millions of calls made on a daily basis? What medium they use to record all these calls? Thanks.....

[Roxoff]

Of course you're assuming here that all call centres are spread over several floors, have hundreds of people and make or take millions of calls. This isn't the norm (although call centres like that exist).

Most are just small operations, from two or three agents up to maybe a couple of dozen.

In the old days, they used to record on tape, but now they tend to be recorded digitally. None of this is a problem, telephone voice calls are particularly low quality, so can use lower quality and cheaper recording techniques.

[fingal]

Hi - I used to work in a call centre and Roxoff is right. The calls were recorded digitally, and accessed using a gui package. You could see the time the call began and ended, and once you'd highlighted it you could try to play it back.

Retrieving the calls was another thing. I had to request this once (a problem caller!) and it was difficult to figure out what to retrieve. Once we did, we had to sit around and discuss how to handle similar (abusive) calls.

In my case it was a national, Government funded centre. I have no idea what the recording package was called.

About retrieving calls: it was always hard to tell at exactly what time a call had started. You might think, 'Well, I think the call came in at `15:15', but because of call volume we might have had 16-25 calls at that time. Then the software would list times like: 15:15:25 ... So you needed to think in seconds as well.

It was a pain!

[cheesecake42]

The company I just started working for is about to switch over to a phone system so that we can do that. It's going to be and sip voip using astrisk as the OS. We're getting a 2 terabyte server so that we can save 2 years worth of the phone conversations from the 100+ sales people we have. I'm stoked about getting to set it up next month.