| Almost everyone has encountered the words "this call | | | | reduce this cost. For example a company can look at |
| is being recorded for training purposes" when on the | | | | the phone costs from different departments or |
| phone to a call center. This practice is known as call | | | | individuals lines and determine whether the use of the |
| recording however it is often mistaken for call logging. | | | | phone is necessary and appropriate. It can also be |
| Call recording is the process of recording a telephone | | | | used to discover the number of unused extensions or |
| conversation in order to later review the conversation | | | | extensions that are being overused. This is known as |
| and act upon the review. This process is often used | | | | capacity management. Capacity management is used |
| during training in order to evaluate a particular member | | | | to analyze call patterns and indicate where extra |
| of staff's performance on the telephone and then | | | | capacity is needed and where cost savings can be. |
| improve quality of service. It is also commonly used for | | | | Another way in which this type of logging is used is for |
| liability protection. | | | | performance management. Performance |
| It is fairly similar to phone tapping however phone | | | | management looks into how quickly and how often |
| tapping is where a third party is listening in on the call. | | | | individuals, departments or extensions are answering |
| For this type of recording to be legal it is essential that | | | | the phone. This data can then be compared to targets |
| both parties involved in the phone call are aware that | | | | to assess whether a company is being as productive |
| the conversation is being recorded. | | | | as it possibly can. If targets are not being met then |
| This is quite different to call logging which is the | | | | actions such as further training or discipline can be |
| process of collecting phone call data and analyzing it. | | | | implemented. |
| Call logging is used for several reasons and is | | | | Call logging is used by many businesses across the |
| incorporated in most business telephone systems | | | | globe in order to critically manage phone calls and has |
| across the world. | | | | proved to be an effective way of cutting costs and |
| The first and most common way in which call logging | | | | maximizing productivity. Investing in call logging or |
| is used is to monitor costs. By monitoring how much | | | | recording software is a worthwhile investment for any |
| each call is costing a company can take actions to | | | | organization which has high telephone usage. |