Retell has
extensive experience in providing
practical, cost effective solutions
for call recording and training
staff in business and the call
centre community. Many supervisors
and managers do not realize
just how easy it is to record
calls. In this section we provide
you with several solutions from
our extensive range, but you
can also decide whether you
want to record occasionally,
regularly or all day and then
go to the drop down menus on
this website.
A call recorder can be installed
at every desk and this has positive
advantages because staff soon
come to rely on playing back
calls to confirm important details.
If however you feel that the
training process will be enhanced
by monitoring the calls of your
agents without their knowledge,
in order to help them feel less
conscious then you can use the
‘agent observe’
feature available on many office
handsets. The ‘agent observe’
feature means supervisors can
listen in to their staff on
a live call without their knowledge.
(see our section on legality
of recording). The ‘agent
observe’ feature is sometimes
known as executive intrusion,
silent intrusion, remote ACD
or silent break in. If this
feature (found on Meridian,
Avaya, Siemens and many more
systems) is available on your
handset then simply attach a
Retell call recorder to the
handset and activate ‘agent
observe’. Calls are monitored
and recorded at the supervisor
position using one of several
Retell recording products.
The Retell Intelligent Recording
Kit (model
703N) connects via the curly
cord using our Intelligent Recording
Interface. Calls are recorded
directly to a standard cassette
recorder using a C120 tape (exclusive
to Retell) with a capacity of
up to 6hours in slow record
mode. The recorder has a tape
counter to make it easy to search
for recordings as well as a
power supply unit (batteries
can be used) and an earpiece
for discreet listening.
If you need greater capacity
& don’t want to be
constantly changing tapes then
take a look at our Advanced
Call Recording Software (model
957ADV). All calls are recorded
to the hard drive of the PC
and because we use highly compressed
files it won’t use up
loads of disc space. Every call
is time & date stamped for
easy retrieval. Files can be
made for each agent and individual
calls can be dragged into the
file making it easy to search
for recordings at appraisal
time. The software also uses
Retells Intelligent Recording
Interface to make the connection
between telephone and PC. It
gives superior sound quality
and balance for noise free ‘agent
observe’ recordings
If you want a heavy-duty recorder
but don’t have a spare
PC then look no further than
Retell’s 925
hard disk recorder. Calls are
digitally recorded to a 9900
hour hard disc unit, which is
no larger than most standard
business phones. It connects
simply via the handset curly
cord and is ideal for extensive
recording. It’s completely
portable so it can be taken
into another room for playback
at appraisal time.
A Multi
line installed system has
the advantage that it is connected
at the switchboard and is completely
out of site and secure. We can
connect to any number of extensions
to record all calls or selectively
record based on preset rules.
Calls can be saved to a hard
drive unit with automatic download
to DVD or tape or saved via
your own server or one provided
by Retell. Live calls can be
monitored remotely from the
recording unit at a supervisors
desk by means of a desk top
replay facility. Search for
calls is easy throught eh same
software using criteria sucjh
as time,date,duration and extension
number. Calling Line Identity,
Incoming DDI and dialled number
can also help find a call from
some makes of digital handset.
To help with the training process
a call collection box enables
specially marked calls to be
saved together for future reference.
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