What is Call Recording?
Call recording is the process of capturing audio from a phone call. This can be done using various strategies, including dedicated call-recording devices, software programs that record calls, and even smartphones with built-in call-recording capabilities.
There are several reasons why you should record a phone call. You may need to keep a record of a significant business conversation, or you want to make sure you have all the details of a customer service call straight from the horse's mouth. Whatever your reasons, if you need to record a phone call, there are plenty of ways to do it.
Why do you need a Call Recording?
Well, there are multiple reasons why you would require call recording in your center. A few reasons are mentioned below:
• Needed for maintenance of transcripts recording purposes
• Needed to record the consent of the customer for activating/deactivating services
• Quality control purposes, whenever required
• Keep detailed report
What is Screen Recording?
Screen Recording is the process of recording your computer screen. This can be useful for creating demonstrations, tutorials, or training videos. Screen Recording can be done using several different software applications, and there are a few things to determine when selecting the right one for your needs.
• Screen recording video call interactions for future or training purposes
• With screen recording, you can now easily monitor the agents who are doing WFH
• Needed for quality control purposes
• If you are in healthcare, you can record the sessions and share them with customers for easy understanding.
Which One Should You Choose?
There are a few key aspects to evaluate when deciding whether you need call recording or screen recording for your business. Call recording is required if you want to record a phone call for customer support or training needs. On the other side, you'll require screen recording if you need to capture a video of your screen in order to make an instructional or demo.
The second factor to consider is the quality of the recording. Call recordings are typically higher quality than screen recordings, so if fidelity is important to you, then call recording may be the better option. However, screen recording can also be high quality if you have the right tools and settings configured.
The third factor is storage. Call recording tends to utilise less space than screen recording, but not always. It really depends on the specific tools, services and quality you use. Generally speaking, though, screen recording is going to cost more in terms of storage space than screen recording.
Ultimately, the decision of which one to choose comes down to what your specific needs are. Call recording is probably the best choice if you need to record a phone call for customer service or training purposes. If in case you need to record a video of your screen for creating tutorials or demos, then screen recording is probably the better choice. And if cost is a major consideration, then it's worth comparing pricing plans for both options before making a decision.
Conclusion
For call centers, it's important to understand the customer experience to provide the best service possible. But how do you measure and record what’s happening in real time? That’s where call recordings or screen recordings come in! Try both and see which one serves your needs better if you're unsure which is best for you.
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