| Overview for Solutions for call centres
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 C130
tape (exclusive to Retell) with a capacity of up to 6 ½ hours
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
Main Features
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