Telephone Recording Devices for Call Centres
If you need to record calls in your business, the majority of Hosted PBX/VoIP business phone systems or call centre cloud technology include call recording software.
But if your office phones aren't in the cloud, and you'd still like to record calls, there are still available solutions.
There is a range of external telephone recording devices that connect to and save telephone conversations on a computer or hard drive.
Types of Hardware Phone Recording Solutions
Line-In Recording Devices
These devices connect directly to the phone line (PSTN, ISDN) and record calls by tapping into the phone line itself. They are typically used in environments where analog or digital lines are still in use.
How They Work: The device intercepts the signal from the phone line, records the conversation, and stores it on a connected storage medium like an internal hard drive, SD card, or external server.
Key Features: These devices may include basic controls for starting, stopping, and managing recordings, as well as options for time-stamping and labelling files.
Handset Recording Adapters
These adapters connect between the phone handset and the base unit, recording the audio directly from the handset. They are often used for specific desk phones where call recording on a per-handset basis is required.
How They Work: The adapter captures the audio from both sides of the conversation (the agent and the customer) as it passes through the handset cord, recording it to a connected device such as a recorder or a computer.
Key Features: They are simple to install and use, often requiring no software configuration. However, they are more suited for small-scale recording needs.
Digital Recording Devices
These devices connect to digital phone systems and PBX (Private Branch Exchange) systems. They are designed to work with digital telephony infrastructure, providing high-quality recordings.
How They Work: The device connects to the digital lines or the PBX system, capturing the digital audio signal directly and recording it in a digital format. They are often integrated with other telecommunication systems in the call centre.
Key Features: These devices can offer advanced features such as encryption, automatic call recording based on specific triggers, and integration with customer relationship management (CRM) systems
Standalone Recording Units
Standalone units are self-contained devices that handle the entire recording process. They are often used in environments where a dedicated recording solution is required.
How They Work: These units connect to the phone system and automatically record all calls, storing them on internal or external storage devices. They may also include features for monitoring live calls, tagging, and categorizing recordings.
Key Features: They offer greater control over recording settings, and the ability to manage recordings directly from the device, often with built-in storage and network connectivity for easy access to recorded files.
Advantages of Hardware Solutions
- Reliability: Hardware-based systems are often more reliable as they are not dependent on network stability or software issues.
- Ease of Use: Many hardware devices are straightforward to set up and use, requiring minimal technical expertise.
- Compatibility: These systems are compatible with older analog and digital phone systems, making them ideal for call centres that have not yet transitioned to VoIP.
- Security: Hardware solutions often provide secure, dedicated recording environments, reducing the risk of data breaches or tampering.
Considerations
- Cost: Initial investment in hardware can be higher compared to software-based solutions, and there may be ongoing maintenance costs.
- Scalability: Expanding a hardware-based system can be more complex and costly than scaling a software solution.
- Integration: Integrating hardware recording devices with modern CRM systems or cloud-based solutions can be more challenging.
