Achieving Policy Compliance with Call Recording

When Butler County Children Services (BCCS) moved from a TDM-based PBX to an IP-based telephone system, the team needed to source a compatible call recording system. The BCCS team didn’t necessarily want to bring the legacy call recording system forward into the new facility. Though the existing system worked, it incurred operational costs and administrative overhead that the team felt they could avoid. The BCCS team conducted a thorough evaluation and found that CallRex Call Recording software was an ideal solution.

“CallRex does exactly what we want,” says Mike Gustin, IT project manager for BCCS, “With the other system, we paid a lot of extra money for features we never use. With CallRex, we’re getting good value.”

Today, BCCS utilizes CallRex Call Recording to record 100% of their telephone calls. They perform monitoring on an as-needed basis, and they easily search and retrieve call recordings to meet a variety of requests.

“Many times the courts will ask for a call,” says Mike. “A call recording is an indisputable record that is admissible in court.”

BCCS also enhances employee security by recording calls.

“Our employees work with all types of people over time. On occasion, requests may be initiated from one of our workers who have received a threatening call from a difficult client. When there’s an issue, call recordings can be used to demonstrate a pattern of behavior.”

And on a lighter note:

“Sometimes people just accidentally delete a voice mail,” Mike points out. “We are able to quickly search for the call and email them a copy. It has saved more than a few people.”

To learn more about how Butler County Children Services uses CallRex Call Recording to achieve policy compliance, view the complete customer success story.