Call Recording (Telstrat)

Overview

Call Recording is the process of capturing and storing telephone conversations for future playback and analysis. At Temple University, Telstrat is the supported platform for this functionality. Call recordings are used to support quality assurance, training, compliance, and customer support efforts.

Key Features

1. Automatic and Manual Recording

• Automatic: All or selected calls are recorded without agent intervention.

• Manual: Supervisors or agents can start/stop recording during a call.

2. Storage and Retrieval

• Securely stores digital recordings.

• Search and playback by date, time, caller ID, or agent ID.

3. Encryption and Security

• All recordings are encrypted.

• Role-based access controls limit access to authorized users only.

4. Compliance and Legal Requirements

• Supports industry regulations (GDPR, HIPAA, PCI DSS).

• Includes consent prompts and audit trails.

• Retention policies must be established before service activation.

5. Integration with Other Systems

• Can link recordings to CRM systems.

• Compatible with analytics and reporting platforms.

6. Quality Monitoring and Training

• Enables review and scoring of calls.

• Used in employee training and coaching.

7. Real-Time Monitoring

• Supervisors can listen live to calls.

• Includes whisper coaching functionality.

Benefits

• Ensures consistent, high-quality customer interactions.

• Helps train staff using real call examples.

• Aids in resolving disputes.

• Supports compliance with legal and regulatory standards.

• Provides insights into customer experience and performance metrics.

Common Use Cases

• Customer Service: Monitor service quality and resolve complaints.

• Sales: Review calls to improve techniques and performance.

• Support: Retain accurate troubleshooting conversations.

• Compliance: Ensure regulatory obligations are met.

• Training: Provide real examples for staff development.

Eligibility and Requirements

• Must use Temple University’s managed telephone service.

• A documented retention policy is required before activation.

• In accordance with Pennsylvania law, two-party consent is required before recording.