Voice Logging - How, why and for whom!

Voice logging is done through an appliance called voice logger. This system is programmed to record audios from radios, telephones, headsets, and microphones. The recordings or soundtracks can be easily stored in the hard disk on the computer or can be transferred to other storage medium like Compact Discs, DVDs, Portable Hard disks, a Pen-drive or any other removable media.

Voice logger can be connected to phones lines or other sources to record conversations. This recording can be easily retrieved and listened at a later date. The VoIP logger has easy to use GUI and navigation options, which can be used to play, pause, rewind, forward and stop the recording.

Principally the voice logging can be done using two modes of recording, first the vox mode, and second the non-vox mode. The recordings are voice activated in case of vox form, where as recording is a continuous process in non vox mode of logging. This system is extensively used where business is primarily based on calling and multi channel communication. The places where the system is extensively used are contact centers, emergency services, Help Desks and Call Centers alike.

It has turned out to be a useful business tool for call centers.

Generally the customer and agent interactions are recorded for future reference. Moreover, they need to record calls because of government regulations. Some businesses opt for selective recording. This may save storage space on the disk but may present an asymmetrical understanding of the performance of the call center, which could result in poor administrative decisions.

In contact centers, there is always an unspoken contract that exists between the agents and the customer and both have to abide to it. Any legal processing against the company or agent may result in potential loss to the company. This loss may be monetary as well as loss of goodwill earned over the years. It is important for companies to safeguard their interests and using call recording is of great significance in this situation. It will help the company to clear their stand certain issues and sometimes solve the problem before it turns into a legal case.

This advanced voice logging technology is equipped with features like beep or message. The beep gives an indication to the customer and agent that the call is being recorded. Sometimes a message is relayed that calls may be recorded for monitoring quality or training needs. This user friendly system helps the call center in better serving customers. The voice logging provides top management with much required peace of mind by helping in improving quality, settling disputes and drawing a true picture of customer care interaction.

• Finance - Collection Agencies, Banks, Stock and Commodity Exchanges, Brokerages
• Transportation - Air-traffic Control and Aviation, Railroad, Port Authorities, and Public Transportation Services  
• Utilities - Electric, Gas, Oil, Water, and Telephone
• Public Service - Police, Fire, Emergency (911), Rescue, and Medical
• Courtroom recording, Intelligence, Aerospace and Aviation, Military/Government
• Industry - Insurance, Broadcasting, and Petroleum
• and many others....