Financial institutions, emergency response services and transportation facilities are just a few examples of the numerous organizations that use call center voice recording systems to monitor compliance and customer service delivery standards. Forensic investigators also rely on audio capturing equipment to successfully reconstruct crime scenes and monitor active incidents.
Unlike eyewitness reports, audio and visual recordings provide an accurate resource that investigators can view, or listen to, multiple times. Although eyewitness accounts are a valuable tool, science confirms that more than eye witness identifications prove inaccurate. Recollections change over time, and witnesses may have personal motives that shape their testimony. Accurately determining a series of events that led to an automobile accident with fatalities is mission critical.
During a car crash investigation involving casualties, forensic specialists may review dozens of recordings. Depending on where the accident occurred, they may have access to law enforcement dash cams and cruiser dashboards, traffic cameras, cell phone videos, text messages, and video extracted from bank ATM machines and AV security equipment positioned outside businesses or residences. Each one of these recordings must be authenticated and examined for modification. Some audio and video files require enhancement to make pictures clearer or to separate important speech segments from ambient noises.
It takes an enormous amount of time to repair, enhance, review and authenticate diverse media content and sources. Call center voice recordings provide myriad advantages for forensic teams. Each incoming call is digitally stamped with data about the operator who took the call, the duration of the call, and the exact time the conversation began and ended. Call filtering technology reduces background noises in the operations center, allowing agents to efficiently isolate ambient noises from the scene for further examination. While audio engineering empowers reconstruction experts to analyze speech patterns for clues about the speaker and the environment, crystal clear recordings captured with call center voice recording equipment, like ATIS Advantage MDR, remove typical hindrances that slow down the investigation.
Operating an emergency response or public safety call center comes with the responsibility to capture multi-media conversations. Every conversation has the potential to evolve into a life or death situation. To provide high-quality services to first responders, law enforcement agencies and victims impacted by an emergency situation, call center managers need state-of-the-art technology. Call center voice recording systems should be designed to make it easy for operators to focus on the caller and back-office capabilities such as indexing and search features that allow rapid playback. All archiving should be done in shareable formats to provide opportunities to facilitate faster response and expeditious crime scene reconstruction.
ATIS Digital call center voice recording systems provide low price-point solutions for emergency response call centers in a compact, but powerful package that allows you to efficiently handle a single event or quickly scale to respond to a mass shooting or fifty-car pile up on the freeway. Call today to schedule a demo or request more information about designing a custom-built system specifically for your call center environment.