This comprehensive ebook explains the various components to consider when purchasing a call recording solution for your business.

1. CALL RECORDING eBOOK
How to Select the Right Call
Recording Solution for your
Business

2. Every business has different needs, and yours is no exception.
Size, industry, call volume, compliance requirements and other
Selecting the Right Call factors determine your unique needs. What you require is a call
recording solution that addresses all of your specific needs and
Recording Solution fits your specific business. When selecting your call recording
solution, there are several guidelines and questions to consider.
In the pages that follow, you will find questions/guidelines
covering a number of areas, including:

 Company size

 Industry/regulatory environment

 Business need
You will also learn about how to determine the following criteria
about the solution you choose:

 Does it offer the right capabilities?

 What is the implementation process like?

 How much does it cost and how much to maintain?

 What is the typical ROI timeframe?

3. Questions to Consider:
 Is the solution designed primarily for my size of
What Size is your company? Is it mainly a small business solution or really
intended for large enterprise?
Organization?  Am I going to pay for features really designed for a
different size organization?
 Does it support my multi-site and multi-tenant needs?
 Can the solution scale to support my organization’s
x 1? growth?
x 10?
x 100?
Guidelines
x 1,000
Some solutions claim to be designed for any size
x 10,000? organization, but they wind up charging you for features and
functionality you don’t need. Likewise, some software strips
away needed features as you go lower in terms of number of
seats or channels. You want a solution designed for your size
business and one that does not strip away any important
features and functionality.

4. Questions to Consider:
 Does the call recording vendor have experience with
Industry/Regulatory businesses in my industry?
Requirements?  Does the vendor understand my unique challenges?
 Is the solution designed to address my specific industry
and regulatory requirements?
 Does the product offer capabilities to help me maintain
HIPAA, PCI, etc. compliance?
Guidelines
Some call recording vendors specialize in a specific industry
or business segment. You want to be sure the company has
experience in your vertical. Also be sure to fully understand
how the solution helps protect you from relevant industry
regulations.

5. Questions to Consider:
 What do I primarily need this solution to help me with?
Business Need o Quality Assurance
o Regulatory Compliance
o Dispute Resolution
o Agent Training
o Order Verification
 Does this solution have features and capabilities
Quality Regulatory necessary to satisfy my primary business needs?
Assurance Compliance
 Does the recording solution come with all the functionality
I need or do I have to purchase separate modules for
Order Dispute
Verification Resolution each business requirement?
Guidelines
Agent
Training
You want a call recording solution that has the capabilities to
satisfy all of your business needs. Some vendors offer these
as separate modules (e.g. a recording application, a quality
monitoring application, etc.). This is good, so you only
purchase what you need. Be sure the applications are
seamlessly integrated and designed to operate together.

6. Questions to Consider:
 Which of the following features (e.g.) are important to me?
Features and o Voice recording o Multi-tenancy
o Screen recording o Call tagging
Capabilities o Quality monitoring
o Call evaluations
o Audit trail
o Multi-criteria searching
o Customized reporting o Selective recording
o Live monitoring o Call exporting
o Mobile-phone recording o Custom coaching agreements
o Multi-site recording o Report filtering
 Might I need any of these features in the future?
 Am I considering the needs of all my constituents? Managers?
Business users? Technical staff?
Guidelines
It is very important in the product selection process to understand
what these capabilities can do and if you need them. Often times
your solution is less expensive if you can live without certain
features. Some of these capabilities may not be necessary today
but may become important down the road. It’s nice to know these
features exist should you need them.

7. Questions to Consider:
 What is your timeframe for getting up and running and
Implementation Process recording calls? Can you wait or is it ASAP?
 How long will you have to wait for the implementation to
get started?
 How long will the implementation take?
 How much will the implementation cost?
 How many resources do you have to commit to the
installation?
 How difficult is it to integrate the solution into your
existing environment (PBX, CRM, etc.)?
 Will your network be offline at any time?
Guidelines
Some vendors promise a quick install (days or a couple
weeks) but they take about a month to get started. Other
vendors promise remote installs in just days. Others can be
installed in as little as a few hours. You should look for a
vendor that charges nothing or only a nominal fee for
installation. Some charge thousands.

8. Questions to Consider:
 What is your budget?
What’s your Cost?  Is the cost per seat or per recorded channel?
 Is there a flat on-premise fee or is the solution hosted
and there is a recurring subscription charge?
 Are you being charged for each feature you choose, or is
there a flat fee for an all-in-one solution with capabilities
you may or may not need?
 Are there various add-on modules you have to pay for?
 Is there an enterprise-level and/or an SMB-level offering
with commensurate costs?
 What are the costs for implementation, training and
support?
 Are upgrades free or do you have to pay extra?
Guidelines
When considering the cost of the solution, keep in mind some
of the more complex, proprietary solutions have hidden costs
in implementation, training, maintenance and support. So the
initial cost you are quoted is actually lower than what you’ll
wind up spending. Be sure to research this to the full extent
so you know exactly what you are paying in the end.

9. Questions to Consider:
 How long will it take to get your team up and running on the
Return on Investment system? Training?
 How long before your team will be proficient in using the
(ROI) system to monitor/evaluate calls, etc.?
 What is the vendor’s average ROI and time frame to reach ROI
per past clients?
 Can you wait 6-12 months for a real ROI?
 What specific metrics can you expect to improve upon?
o First call resolution
o Average handle time
o Agent performance scores
o Customer satisfaction rating
o Call duration
Guidelines
You’re purchasing a call recording system because you need to
improve in the areas of customer service, compliance and/or
dispute resolution. Your needs are real and so should be the return
on your investment. Make sure you fully understand what to expect
in terms of ROI and the projected timeframe for this value to occur.

10. About OrecX North American based OrecX provides call recording software and related
modules to the world-wide user community at a fraction of the cost and
complexity of proprietary applications. For pennies a day, organizations with
2 to 20,000 users can maximize the benefits call recording provides.
Try OrecX for 30 Days for Free
http://info.orecx.com/open-source-call-recording-trial
It’s a simple download. No obligation, and you don’t have to talk to a salesperson.
(312) 945-7622 www.orecx.com