Call Recordings...How to Break Free From Tangled Tape

Most of us own a box of audio cassettes … recordings of a top 40 radio chart show, an album loaned by a friend in 1990 and a mix tape we made for a crush (but never had the courage to give them).

When it comes to moving home, you just take the box with you. No big deal. But what about call recordings?

And You’re a Financial Organization?

For banks, insurance and financial services companies with contact centers, it’s a different story. The business of managing call recordings on old tapes can get complex, expensive, risky and time-consuming … long after the call recording machines have whirred to a halt.

Every month, more financial institutions are ditching tape as their format for recording customer calls, preferring disk-based technology or maybe an open standards database. Some of them will move from vendors like Nice to Verint … or from Verint to Nice, upgrading in the process.

Saying Goodbye to Old Tapes

But any idea that you’ve said ‘goodbye’ to tape for good is misplaced. The stuff wraps itself around your arms and legs like tentacles. At least, that’s how it can feel.

Those dusty old ribbons are still needed for compliance and e-discovery reasons and they won’t let go. And you can’t dare to let them go. You might need to keep hunting through countless call recordings for audits, governance issues, discipline matters and to fight legal claims against you. Rather than just one box in the attic, there may be hundreds of them, going back years.

Worse still, the irony is that companies may still have to keep their creaking old tape system running – even though it’s officially be decommissioned. That means extra cost, space, power, time and money. Otherwise there’s no way to replay those old tapes!

Call Recordings: Where to get help

If you’re facing this scenario, then here’s some good news: help is at hand from contact center solutions and integration specialist PSS in two ways:

Firstly, you can keep your old, tape-based call recordings systems fully supported in the run-up to when you move to a new solution with a different vendor. That avoids being dumped or penalized by the old vendor, who’s in no mood to be helpful. See PSS’s e-guide called Juggling Relationships When Updating Your Contact Center Technology, Often Ends in Tears.

Secondly, when you’re ready, it’s possible to extract all your old call recordings and meta data from tape drives and call recorders onto disk or an open standards database – and to do it automatically. This can be completed in a fraction of the time and cost of any manual process. Even better, files are indexed during the process to make searching faster later.

If you would like to discuss your individual call recordings compliance needs, feel free to contact us on 1-866-258-9297 today.

By: eckoh
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Posted by eckoh at 9:39 AM on Sep 2, 2015

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