Glossary

Call Archiving

Call archiving is an essential tool for businesses that require accurate records of calls. Companies who archive calls must determine which incoming and outgoing conversations to record and store for later review or retrieval. They must also decide whether to record only internal calls or archive calls with external parties, such as vendors and customers.

What Is Call Archiving?

Call archiving is the process of recording and storing voice or audio-visual conversations for future reference. Once set up, any incoming or outgoing calls placed by an individual or team get automatically logged into a database for later review. This allows companies to maintain records of all their communications with customers, vendors, and other external parties involved in their business operations.

Who Needs Call Archiving?

Call archiving is essential for companies of all sizes and across several industries and business functions. It is especially important for businesses that need to ensure compliance with industry regulations and rules and those that require accurate records of conversations with external parties.

Businesses such as law firms, financial institutions, healthcare providers, government agencies, and insurance companies must maintain accurate records of their calls to varying degrees. Doing so protects them from legal or financial repercussions. Customer service departments at all businesses can also benefit from archived phone calls.

What Are the Benefits of Call Archiving?

Are you wondering whether call archiving is the right move for your business? These benefits might convince you.

Improved Customer Service

We’ve all called a business before and received the disclaimer that calls are monitored for quality assurance. With call archiving, businesses can more easily monitor customer service representatives and ensure they provide excellent service. Companies can also review past calls to determine how to better serve customers in the future.

Better Compliance

By having access to an accurate record of all conversations involving external parties, companies can quickly respond to any compliance issues or questions that may arise. This is especially important for companies in heavily regulated industries, such as the financial and healthcare sectors.

Enhanced Security

When calls are stored centrally, it makes it harder for malicious parties to access sensitive information discussed on the call. And since all conversations get logged in a database, businesses can quickly identify any security breaches or potential threats that may arise.

Increased Efficiency

Having all calls stored centrally allows businesses to respond more quickly to inquiries and requests, such eDiscovery requests. They don’t have to waste time manually locating past conversations as they are easily accessible through the call archiving system. Listening to voice data takes time, so ideally, there are transcripts to review.

What Are the Challenges of Call Archiving?

The main challenges are cost and invasiveness. Storing and accessing recordings can be expensive, so companies must weigh the costs against the potential savings before investing in a call archiving system. Additionally, some workers and customers will view call archiving as an invasion of their privacy, especially if they don’t understand how the company will use the data collected.

What Are Some Best Practices for Call Archiving?

You can follow several best practices to ensure that your call archiving process is effective. They don’t guarantee an incident-free implementation, but they offer a strong foundation for success:

  • Establish an Acceptable Use Policy. Create a policy that outlines what types of calls get recorded and stored and the acceptable use of recordings.
  • Securely Store Recordings. Ensure that all recordings are properly secured and that only authorized personnel can access them.
  • Monitor Usage Regularly. Periodically review how call archiving is used in your organization to reduce the risk of misuse or violations.
  • Regularly Back Up Your Data. Ensure your team completes regular backups to reduce the risk of loss.

How Can Automated Archiving Simplify the Call Archiving Process?

LeapXpert recently launched a voice add-on to its world-class archiving solution. It streamlines the process of incorporating calls into archiving workflows that may already include text and other media. It accomplishes this by recording calls that come in through LeapXpert’s federated system, native voice channels, or third-party applications like Microsoft Teams.

Here are some of the additional features available:

  • Records both outgoing and inbound calls
  • Works on both mobile and desktop devices
  • Provides a single-user identity across all channels
  • Supports corporate and personal phone lines
  • Includes missed call notifications
  • Includes rich metadata with each call log

Are you looking for ways to capture voice call data at your business? Book your demo to see it in action.