Introduction

StringeeX has been gaining popularity as one of the best virtual call centers on the market. 

Connecting with customers across all communication channels, including phone calls, is now a breeze with StringeeX’s intuitive interface. Better, this software facilitates both app-to-phone and app-to-app calls, which can be conveniently recorded for later review.

Having trouble finding those records? No worries; our team will discuss in detail how to find recorded calls on StringeeX. 

How To Find Recorded Calls

Finding call recordings on StringeeX only takes seconds (Image source: StringeeX). 

Searching in Tickets

Step 1. On the left menu bar, select Tickets.

Step 2. Choose a ticket, then search for the recording file you need within the ticket. 

Searching in Reports & Monitor

You can search for the recordings in the Report & Monitor section (Image source: StringeeX). 

Step 1. On the menu bar, locate the Reports & Monitor section. Select Call History in the Call Report section.

Step 2. Find the Settings in the top right corner of the interface. Check the “Recorded” box to locate the recorded parts of the calls.

Step 3. Select call filters (if necessary) to speed up your search and save time.

How To View Call History

The Call History report summarizes all corresponding detailed information of each call, including: 

  • Call ID (the unique identifier of each call generated on the StringeeX system)
  • Call type: classification of calls (incoming calls, outgoing calls, internal calls).
  • Customer's phone number
  • Customer/business contact name on the StringeeX portal
  • Agent’s name (the person making outgoing calls or receiving incoming calls)
  • Start/end time of the call and reason for ending

To view Call History:

Step 1. On the menu bar, locate the Reports & Monitor section.

Step 2. Select Call and Call History to find information/history of the calls within the portal.

How To Download Call Recordings

You can choose either of the two following download methods:

Downloading from Tickets

Step 1. On the left menu bar, select Tickets, then choose a ticket. 

Step 2. Locate the recorded file for the phone conversation you need and download it.

Downloading from Call History Report

Step 1. On the menu bar, locate the Reports & Monitor section. Select Call History in the Call Report section to find recorded call files.

Step 2. Find the settings in the top right corner of the interface. Check the Recorded box to locate the recorded parts of the phone calls. 

Step 3. Proceed with your download and storage. 

How to Use Call Recordings For Better Performance

They can be used to assess agents, identify trends, or capture missed details (Image source: Pickpik). 

Assessing Agents’ Performances

Call recordings can be leveraged to identify areas where your agents excel or need improvement. Were they following the protocols? Did they struggle to handle complex issues or exhibit empathy? 

During coaching sessions, consider mentioning specific call examples to provide constructive feedback. Successful phone calls, for instance, help reinforce good practices, while other cases that did not go well can be used as learning opportunities. 

From there, tailor training programs to address individual needs based on your assessment. For example, if an agent struggles with de-escalating situations, you can provide further training on active listening or conflict resolution techniques. 

Remember not to rely solely on quantitative metrics (such as call duration); that’s one of the most detrimental oversights! Your analysis must take communication skills, problem-solving abilities, and overall customer interaction into the bigger picture. 

Another common mistake is treating this assessment as a one-way communication. 

A good leader needs to involve agents in the evaluation as well, asking them for their perspective regarding their own performance and current weaknesses. As a result, developing effective training programs tailored to each agent’s needs would be easier and take significantly less time. 

The records often reveal frequent questions or complaints about certain areas where your products fall short. 

And sometimes, paying attention to the tone and language used by customers also gives you more insights into the severity of the issue. That’s how you identify the alarming “signals” and take steps to salvage the situation before it’s too late! 

Excellent analysts take another step to discover hidden needs/desires for extra features (which even the customers themselves were unaware of at the time). Thanks to the new product development inspired by these findings, your brand can easily stay ahead of the entire competition! 

Capturing Forgotten or Missed Details

In a fast-paced customer service environment, our human memory can be fallible; fortunately, call recordings can act as a safety net to capture what we might have missed. 

More often than not, agents might (unintentionally) omit details when filling reports after calls. The records ensure all important details of the interaction are obtained, setting the stage for better data and more informed decision-making.

Plus, it’s easier to resolve customer disputes with an objective conversation record. If there’s any disagreement about what was said, you or your agents can always refer to the recording for clarification. 

Sometimes, recordings also reveal areas where agents need extra training. For instance, if not one or two but most of your agents struggle to explain a new policy change during a call, the issue boils down to the lack of explanation (from your company) rather than their expertise; you would need to organize a quick meeting on that specific topic.

How To Implement Recordings Legally

Always communicate your intention clearly to the customers (Image source: Flickr). 

Get Consent And Be Transparent 

Everyone has a right to personal privacy in all their communications. Informing them about the recording demonstrates your respect for that very basic right. 

Also, there are specific laws governing call recording, depending on location. In most places, either one-party consent (your consent) or two-party consent (everyone on the call) is required; transparency ensures you adhere to these regulations. 

You can obtain the caller’s permission using: 

  • Pre-call Announcement: Use an automated message at the beginning of the call to inform them the conversation thread is being recorded for quality assurance or training purposes.
  • Verbal Consent: State your intention to record calls and ask for the caller's explicit permission to proceed.

No matter your chosen method, make sure it's concise and easy for the caller to understand. The reason for recording (e.g., quality training) must always be clearly stated! 

If they don't consent, you should not record that personal conversation. We also suggest allowing callers to opt out of recording, such as by pressing a specific key on their phone, in case they change their mind midway. 

Keep Their Info Secure

Recordings inadequately secured are vulnerable to breaches in privacy; in the worst-case scenario, they might result in financial fraud or identity theft! 

Many regulations have strict requirements for safeguarding private data, and most importantly, your customers have trusted your company to protect their personal information. Breaking that promise would be disastrous for the business and might even wreck all your future opportunities with other potential customers. 

Some common methods to protect customer information: 

  • Encrypt call recordings both "in transit" (during transmission) and "at rest" (when stored) to scramble the data and make it unreadable even if intercepted.
  • Limit access to call recordings to authorized personnel only, using control measures like role-based permissions or extremely strong passwords.
  • Store call recordings on secure servers that meet industry standards for data protection.

Never Request To Record Extremely Sensitive Information

While most customers are willing to consent, there are boundaries for extremely sensitive information that might be a prime target for hackers. A breach involving such data can have devastating consequences for both your business and customers, so the golden rule is never to ask to record them in the first place. 

Suppose the customer already gives you their consent but starts to input such sensitive information during an essential conversation; in that case, it’s your job to stop recording immediately and clarify again. 

Some information you should avoid when recording calls: 

  • Financial Information: Credit card numbers, bank account details, Social Security numbers
  • Medical Information: Any information on a customer's health or medical history is strictly off-limits.
  • Personally Identifiable Information (PII) (in certain contexts): While not always restricted, be cautious about recording PII like home addresses or passport numbers, especially when not directly relevant to the customer service interaction.

Assigning A Specialized Team To Handle The Gathered Data

A dedicated team with expertise in data security can help your business minimize the risk of unauthorized access or leaks. If needed, the team can anonymize the recordings (by removing PII) before analysis to further protect customer privacy. 

Of course, this solution is entirely optional. But if you want to ensure your business handles data ethically and legally, it’s highly recommended. 

Training Your Agents

Agents are the bridge between your customers and the business; they need to know how to clearly explain the purpose of recording and receive explicit permission before proceeding. 

You must also educate them on the types of information considered sensitive (such as credit card numbers or medical details) and instruct them to avoid requesting/recording such data. 

Conclusion

This article has detailed how to find recorded calls and download them from StringeeX. 

Though call recordings play a huge role in performance analysis, it’s important to implement them legally. So, take note of all the ethical data handling practices discussed above and steer clear of PII while recording. Write to us if you need clarification.