In today’s digital era, businesses need to have a robust and efficient contact centre. In addition to quality software and experienced agents, call recording plays a key role. This practice involves systematically capturing audio recordings of all phone conversations and provides a comprehensive mechanism for collecting, storing and analysing calls. Call recording is not only a means of documenting communications, but it is becoming a strategic element for enhancing the quality of service, effective dispute resolution, staff development and optimising work processes.

Benefits of call recording

• Improving service quality: call recordings allow you to analyse interactions with clients and identify areas for improvement. You can monitor whether agents are adhering to company standards, answering clients’ questions correctly and offering the best possible service.
• Dispute resolution.
• Agent training: call recordings can be used for agent training and development. You can analyse them together with agents and point out their strengths and weaknesses.
• Increase productivity: call recordings can help you identify unnecessary processes and optimise contact centre workflow.

Daktela and call recording

Daktela, a modern contact centre platform, offers comprehensive call recording features. So you can record all calls, whether they take place on the phone, over the internet or in a mobile app. The recordings are then automatically stored in the cloud where you can easily access them.

Daktela allows you to:

• Record all your calls, whether they’re on the phone, over the internet or in the mobile app.
• Automatically store recordings in the cloud.
• Easily search and filter recordings.
• Share recordings with colleagues and clients.
• Download recordings to your computer.

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