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Table of Contents

• 1. What is Call Recording Software?
• 2. The benefits of Call Recording Software
• 3. Typical features of Call Recording Software
• 4. The cost of Call Recording Software
• 5. Considerations when purchasing Call Recording Software
• 6. Relevant Call Recording Software trends

1. What is Call Recording Software?

Call Recording Software is a software tool that allows businesses to record and store conversations with customers and other stakeholders. Calls are recorded as digital audio files over a Voice over Internet Protocol (VoIP) connection or public switched telephone network (PTSN).

Different industries use call recording software solutions for different purposes. For example, banking and financial services companies use the tool for fact verification and dispute resolution, whereas business process outsourcing (BPO) firms use it to improve customer service quality and for training purposes.

2. The benefits of call recording software

The benefits of using a call recording software tool include:

• Improved compliance: Call recording software helps ensure your business is complying with industry regulations. For instance, you shouldn’t store customers’ payment card details as per the Payment Card Industry Data Security Standard (PCI DSS). The software offers features to stop, pause, or silence a call recording during the exchange of payment data. Sensitive information in a conversation can also be encrypted or muffled using white noise.
• Better training and quality assurance: With the help of the software, you can create a centralized repository of your team’s call recordings. You can listen to the recorded phone calls to provide feedback to agents and identify areas of improvement, such as communication skills or product knowledge gaps. You can also play the recorded calls of experienced agents to train new hires on how to pitch to clients and offer good customer service. Recording phone calls will help agents understand what and what not to do when speaking with customers.
• Enhanced customer support and service: Some call recording software tools offer the speech analytics feature that analyzes the tone of callers’ voices to identify their sentiment (happy, sad, frustrated, etc.). It helps you better understand the common issues and challenges faced by customers with your product or service. You can identify key points during a call, such as the moment a caller’s voice sounds angry, and attend to the issue on priority to provide a superior customer experience.

3. Typical features of call recording software

• On-demand recording: Start or stop recording inbound and outbound calls as per your requirement instead of the software automatically recording all calls.
• Archiving and retention: Store and archive call recordings in a centralized repository for tracking purposes or future reference.
• Event-triggered actions: Set up predefined rules to initiate actions such as sending a notification to the manager or updating custom fields. These actions can be triggered as soon as a call starts recording or on the basis of events detected during a call.
• Call transcription: Create transcripts of call recordings and save them in the repository for analysis or future reference.
• Remote monitoring: Listen to the live calls of agents without disturbing their conversations.

4. The cost of call recording software

Most products on the market are priced on a “per user, per month” basis and can be divided into three pricing tiers based on their starting price.

Price ranges*:

• $12 - $20
• $20 - $32
• $32+

*The pricing included is for the entry-level/lowest-priced offering found on vendor websites on April 16, 2021. These ranges correspond to the 25th, 75th, and 100th percentiles of pricing information gathered from vendor websites of sample products.

The above list summarizes pricing for the base plans of most products. An enterprise or premium product that is priced higher may include additional features such as time tracking, call routing, interactive voice response (IVR), and real-time analytics.

5. Considerations when purchasing call recording software

Some parameters to consider when purchasing call recording software:

• Storage scalability: Some call recording software platforms offer limited data storage depending on your subscription plan. Therefore, when selecting a new tool, evaluate your current and future storage requirements, such as the number of calls you plan to record and how long you want to archive the recorded conversations. This will help you choose a tool that scales as your business grows.
• Security and encryption: Generally, voice recording tools offer security features such as access control and permissions to ensure only authorized users can access your recordings. Check with the vendor how your data will be protected—if it’ll be behind a firewall with encryption—and how flexible the storage and archiving rules are. Also, ensure the software you pick adheres to your industry-specific regulations such as PCI and HIPAA.
• Recording management: You’ll have to store all call recordings for compliance, analysis, and employee performance management. Therefore, opt for a solution that offers advanced searchability, multiple search filters, and call tagging, among other features, so it’s easy for your team members to search the recording database and access the data they need.
• Software integration: Ensure you select a call recording system that integrates with your existing business applications, such as CRM, analytics, and survey software. Software integration will allow you to import call details into the survey software to send customer feedback forms or save them as leads in CRM applications or simply use the analytics software to better analyze customer complaints and feedback.

6. Relevant call recording software trends

When evaluating call recorder options, here’s a market trend you should be familiar with:

• Use of robotic process automation (RPA) for call records management. Businesses are exploring ways in which they can use RPA to simplify tasks such as quality control. To evaluate agents’ performance, supervisors have to regularly listen to randomly selected sets of call recordings. The results are then used to highlight training and mentoring requirements. This process, however, takes hours and also increases the chances of missing out on important information due to random sample selection. By using RPA in the quality check process, supervisors can track all customer calls, instead of only a small sample set, to identify team training needs as well as individual agent performance patterns, more consistently and thoroughly.