BPO CALL LOGGING: Driven by Quality

Buying tips

Map your business needs before deciding on the kind of voice call logger. Answer questions like what you want to do with the logged voice. For what purpose do you want to retrieve it? Do you need to log data and screens and maintain coordination between the two?
Storage is very important for voice-logging solutions, so find out the kind of storage and compression technology being offered by the product. Storage capacity requirement will depend on the duration and number of voice calls logged along with the archival medium and frequency of retrieval. The storage capacity should be around 11000+ channel hours, and a single 120GB+ drive may be sufficient.
The call logger should be able to store the recordings on network drives, like SAN or NAS, without requiring to procure proprietary storage or archiving devices.
Once the voice calls are stored, it is equally important to ensure that there is a good retrieval mechanism in place. The lack of a good retrieval system can cause unnecessary delays.
A good playback mechanism is important. However, it depends on individual requirements—whether, the business process requires a proprietary player to maintain confidentiality, or it can do with any standard player.
One should check the compatibility issues with the player used for playback—whether it can play audio formats like .vox and .wav.
For upgrades, look at the base chassis scalability in terms of ports and number of such units that can be cascaded.
Look for productivity enhancement tools such as quality management (QM), business intelligence analytics (BIA), and actionable intelligence. These have to be a part of the call logger and some don’t come with these features.
In terms of scalability, call loggers must be capable of supporting the growth needs in terms of simultaneous call and screen logging functionality.
Call loggers must be able to integrate smoothly with leading ACDs and dialers.
Call loggers should be able to function in a hybrid scenario, that is, support both TDM and IP.
It should have the ability to intelligently analyze recorded calls based on the business rules and automatically push them to relevant people in the organization for further action.
It should have minimum implications on network bandwidth.
It should have a centralized, database and recording capability for multi-site deployments.

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