Recording calls to customer service

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It all started with a blog post at the New York Times about recording calls to customer service.

It seemed like a good idea, and fits in well with my obsessive need to scan every piece of paper that crosses my desk, just in case I might need it later. And my house burns down.

I have ye olde device that goes between the phone handset and the phone and also plugs into a tape recorder to record calls. I think I got it in the early 1990s. It would be more useful if I still had (1) a phone with a handset cord and (2) a tape recorder. New technology was in order.

I researched all sorts of devices like Bluetooth call recorders and finally settled on something cheap, and really quite cool:

ecamm Call Recorder for Skype ($ 19.95)

It's only for the Mac, though there's a similar product from another company for the PC. I can't vouch for that, however.

I have Skype and Skype Out (I can call regular phone numbers from my computer) and a Bluetooth headset for my computer, so this seemed like a logical choice.

You can configure it a number of ways, though I have it configured to record everything as soon as I make or receive a Skype call. I can just click the Stop button if change my mind and don't want to record.

Now when I need to call customer service I put on the Bluetooth headset that's paired with my computer, call them on Skype, and the entire call is recorded! Then I can file the mp3 file in appropriate folder for the company, along with my scanned statements and such. Very cool.

And calling a toll free number does not count against your Skype Out minutes. Much better than using a cell phone. Of course I can only wander 30 feet from my computer on Bluetooth, but it's still better than the old wired phone days.

It apparently also works with Skype video and can make QuickTime movies, though I haven't tried that.

I've only used it once so far, but I was impressed enough to move past the free 7-day trial to the paid version.

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This page contains a single entry by Rick Kasguma published on April 22, 2010 8:00 PM.

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