Call Recording Software

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Market research 04 12
Call Recording Software1

What is a Call Recording Software?

Call recording software facilitates recording calls between agents and customers in contact centers. This feature is used across most contact centers as it has a range of benefits. A key use of this software is that it can be used to improve the standard of service offered in your call center and can also be used for proof in case there are any future disputes regarding the call.

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Advantages of Call Recording Software

There are many advantages a call recording software can bring to a contact center, and these are a few:

Helps improve call quality

Helps improve call quality

Call recording software enables calls to be supervised and analysed, helping agents and supervisors identify flaws. This helps outline key issues and potential areas for improvement. This will lead to an improvement in the skills of agents in the contact center and can improve the overall quality of calls.

Improves Customer Satisfaction

Improves Customer Satisfaction

Contact centers aim to develop an environment that provides great customer satisfaction. An important step in doing so, is to understand your customers and identify their needs. With a call recording software, businesses can record a large set of data regarding their customer base, allowing them to curate their services according to their customer’s needs, and improving customer service in the process.

Helps develop customised products

Helps develop customised products

By facilitating the collection of large amounts of customer data, call recordings can help develop customised products curated for your customers even before they have to ask for it.

Increases Operational Efficiency

Increases Operational Efficiency

By recording calls within a contact center, ongoing performance reviews can be conducted more often, keeping the goals of higher efficiency and productivity in mind. This can lead to higher operational efficiency as it encourages constant improvement.

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Voxco CATI

Powerful phone survey software with advanced telephony features for contact centers of call centers of all sizes

Voxco IVR

Automated interactive voice response survey software with auto call detector, advanced call routing system & manual TCPA compliance.

Voxco Dialer

Power, Predictive, Preview and Hybrid modes. Tailor your dialling method to each project.

Survey organizations around the world have maximized their phone survey ROI with the advanced features, hosting options, seamless telephony integration, and flexible pricing of our CATI software.

Why choose Voxco for your Call Recording needs?

Has a sundry of Listening and Recording Options

Has a sundry of Listening and Recording Options

Voxco Dialer enables not just the recording of full or partial interviews, but also enables live audio monitoring. Additionally, whisper mode allows supervisors to converse with agents while on call, without the customer being able to hear this interaction.

Productivity Monitoring

Facilitates greater quality control through Advanced Productivity Monitoring

Voxco Dialer’s powerful dashboards provide live statistics on lines, agents and projects. This facilitates greater quality control and performance reviews can be conducted on an ongoing basis.

Seamless Integration

Seamless Integration with Voxco CATI

Voxco Dialer can be seamlessly integrated with our modular phone survey system, that has its own set of additional features that aid in improving customer service.

Allows you to set Recording Commands

Allows you to set Recording Commands

Voxco Dialer allows you to set recording commands, such as pausing the recording at sensitive questions.

Premium Support and Service

Offers Premium Support and Service

Voxco has decades worth of experience in phone survey systems and has teams of highly trained professionals to aid you with any kind of help you may need regarding your Voxco Dialer software.

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FAQs on Call Recording Software

Answer: Contact centers record calls in order to improve customer service by analysing and identifying flaws in recorded calls. The main goal of contact centers is to improve customer service and the best way to do so is by understanding their customers. Recorded calls help identify and record large amounts of customer information, helping improve the service to their customers.

Answer: Most laws around the world require that at least one party on the call is aware that it is being recorded and consents to it. However, there are some locations where it is required that all parties are notified of the call being recorded. Hence, it is important for contact centers to be aware of the call monitoring consent laws in their location in order to remain compliant.

Answer: Third party verification is a process used to control sensitive transactions made over the phone. For instance, if an order is made through a call with an agent, the agent may check with a third party, such as the manager, in order to verify that the client has indeed placed the order.

Answer: A telephone recorder is attached to the radio, telephone, or audio lines to record audio and data. The call recording software can then be used to search, access, and playback recordings. Some recorders, such as Voxco Dialer,  even allow the live monitoring of calls.

Answer: Call recording helps put an end to he said/she said situations. This is because if there is ever a dispute regarding calls, the questionable conversation can be easily accessed and reviewed.

Call Recording Software2
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Great Research
Fast Insights
Best-in-class ROI

Voxco’s platform helps you gather omnichannel feedback, measure sentiment, uncover insights and act on them.

Join 500 + global clients across 40+ countries