The largest objection for call recording in New Zealand is cost. And YES, it certainly can be if you get all the bells and whistles.
With technology advances and a bit of research about what you want out of it, it can be affordable. Automatic recording with time and date stamps can cost $500 NZD per person and full recording and call centre quality metrics for approximately $1200 per person.
Whatever the price, you still have to convince management to spend the money.
So, how do you do this?
There are three steps:
1. Understand how you will use it and what it can do for your company
2. Know your numbers
3. Let the numbers talk – $$$ talk about the bottom line and service levels
How are you going to use call recording?
Here are some statistics from the UK (2008, The UK Contact Centre Operational Review 6th Edition – Contact Babel), a review of various industries revealed some averages about call recording usage.