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Always-on versus on-demand call recording: Which should I use?

Choose between on-demand and always-on call recording for a truly flexible solution that grows with your business.

There are a multitude of reasons for recording calls and digital communications, including compliance obligations, dispute resolution, audit purposes, and agent training and improvement, to name a few. Likewise, there are different ways to record calls, such as always-on, on demand delete, or on demand keep, and each is more suited to certain roles and tasks.

Always-on call recording basically means every call is recorded. No human intervention is required, apart from an administrator enabling the service for each user at the start of the deployment. In some instances, it may be possible to add further rules, such as only recording incoming or outgoing calls, for example, or white listing to exclude recordings from certain numbers.

On-demand call recording is as it sounds. End-users, or employees with special administration rights, can turn call recording on or off as required. It enables organisations and employees to only record the calls necessary.

Always-on vs. on-demand call recording

Always-on call recording is useful when it’s important not to miss any communications, for example, for compliance purposes or to provide a full record of calls during a dispute resolution process.

Conversely, the fact that only certified administrators can make changes to this setting means that call recording in this way is tamper-proof from an employee perspective.

On-demand call recording is useful when only certain calls need to be recorded. Touch provides two different on-demand modes, on-demand delete and on demand keep.

On-demand delete is useful when some calls need to be recorded, but not all. All calls will automatically be recorded unless the customer agent choose to stop and discard the recording. This method provides the reassurance afforded by always-on recording but gives the additional benefit of the option to prevent non-compliant or calls with sensitive content from being recorded.

On-demand keep provides a helpful solution when only a few calls need to be recorded. In this mode, calls are only recorded if the customer agent choose to do so. This might be used when the customer agent mostly handles calls which don’t need to be recorded. The only downside is that the customer agent may forget to choose call recording on, which could lead to missing vital calls, creating gaps in the dialogue history.

It might also be used for checking agent performance on a general note (using samples to create benchmarks, perhaps), or when a new customer agent script is introduced, for example, in order to get a sense of how well it’s working.

The flexibility of Touch Call Recording Service

Touch Call Recording Service is a comprehensive solution for recording communications across more than 50 different channels, including mobile and fixed voice calls, MS Teams, enterprise apps, and much more. Because it’s located in the network, it means that the solution is not tied to any specific operating system or type of device – it even supports BYOD.

It's a fully automated service and cannot be disabled by the user. It just works away in the background. New users can be on-boarded/provisioned quickly and easily by authorised administrators. Users can be switched from on-demand to always-on call recording at the touch of a button. This gives companies and organisations the flexibility they need.

This can be particularly useful when individuals switch roles. They may move from a role in which all calls must be recorded (for example, a customer-facing role) to one in which only some calls should be captured. Touch provides the flexibility to record all calls or to switch different user accounts to on-demand recording, all under the control of the administrator, so that compliance and internal policies can be maintained and enforced.

All recordings are transferred straight to our globally distributed secure data centres via secure connections, where the data is encrypted replicated and mirrored to our secure disaster recovery site. Because recordings are not stored on the device, they cannot be tampered with, and even if the device is lost, recordings can still be easily retrieved.

Touch has a rich heritage of working with high-profile customers across a range of different sectors. Put simply, we provide a comprehensive and complete managed recording service that supports international regulations and compliance obligations – regardless of the device employees choose to use, and of the type of call recording required. To find out more contact us today.

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Touch Call Recording was recently awarded 'eco-lighthouse' certification, Norway's most widely used certification scheme for enterprises seeking to document their environmental efforts and demonstrate social responsibility.
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