Call recording is a common component of running a successful business. For decades, organizations have implemented recording functionality into their contact center technology to drive better outcomes for both customers and their brand.
What is Call Recording?
Call recording is the process of collecting audio (and sometimes screen activity) connected with phone calls. A company which records phone calls can collect conversations and use the insights found within to drive better customer experiences and intelligent business decisions.
Call recording solutions are often bundled with cloud-based contact centers, AI-powered analytics, and even agent coaching systems. They can be a vital part of quality management, helping supervisors to understand whether agents are correctly following call flows and cross-selling products.
A company recording phone calls can assess the impact of new promotions and strategies on customer sentiment, as well as identify experience trends and show you which agents need extra support. According to call recording law, UK companies in certain industries are required to collect specific pieces of information for compliance purposes. Knowing how to record a call effectively ensures companies can comply with laws regarding customer consent and notification. Recorded data is also effective when disputes arise about things like customer service standards.
Evolution of Call Recording – a Century in the Making
Data capture solutions and accompanying customer service call recording laws have been around for more than a century. Recordings started with a wax disk device created in 1903, and the first tape recorder appeared in the 1930s. Since then, numerous pieces of technology have emerged to simplify and improve the recording process.
Can a Business Record Calls Legally?
A call recording system isn’t a new concept in the modern marketplace. However, as customers continue to demand more privacy and protection for their sensitive data, many are often left wondering how legal call recording really is. Importantly, a phone recording system for small business use isn’t the same as a person recording calls themselves.
Improve assessment and feedback processes
By recording calls, managers can hear how their employees speak with customers. They can review the recordings and give feedback about phone etiquette, communication skills, tone, and choice of words. They can even offer guidelines on how to sound when selling a product or resolving a customer’s issues.
Comply with industry regulations
Some companies, such as insurance and financial firms, are legally required to record calls for compliance and data protection purposes and to ensure they can defend themselves in court in case of lawsuits. However, federal and state laws require businesses to inform customers or get their consent before recording a call.
Why is it Important to Record Calls?
A phone line recording system requires careful planning and implementation from the business in question. It’s important to ensure that you know what customer service recording laws look like for your industry before you begin implementing any solution.
So, if the initial set-up is so complicated, why do companies record phone calls in the first place? Some industries are required to record conversations to remain compliant with the guidelines for their sector. However, even if you don’t have to record conversations, it’s often beneficial to do so.
When used correctly, call recording is a powerful tool that can push your business past the competition. If you want to learn more, reach out our team to see how we can help to enhance your business communication systems. If you have questions give us a call at 856.242.7711. Or fill out our contact form.
Beringer Technology Group, a leading Microsoft Gold Certified Partner specializing in Microsoft Dynamics 365 and CRM for Distribution also provides expert Managed IT Services, Backup and Disaster Recovery, Cloud Based Computing, Email Security Implementation and Training, Unified Communication Solutions, and Cybersecurity Risk Assessment.