Call Recording
Who did I speak to, sorry I can’t remember the name, they definitely recorded the message…didn’t they….. Find out why companies listen in on their staff..
Many businesses are increasingly using call recording solutions when being faced with high volume calls or detailed call conversations. Call recording offers many benefits, in terms of staff training, retention of information and questions of legality.
Many businesses use call recording as a way of training staff in the improvement of phone manner and customer service.
By dealing with the service source this decreases customer dissatisfaction at a later date. It allows staff to be presented with real life situations and trained to deal with customer needs in compliance with company manifestos.
Telephone systems are often in place in busy offices, staff members taking numerous calls and dealing with mass amounts of information. Call recording allows missed information to be gathered at a later date or reassessed. This would be useful when dealing with customer complaints, being able to recall the conversation and clarify any relevant issues.
The above uses are to be carried out in accordance with the Telecommunications Regulations 1999. Regulations have been put in place as call recording can pose many ethical arguments. In accordance with Ofcom, the communications regulator, businesses have to make it clear wherever possible to the customer and staff member that calls are or will be recorded. Staff members should also be made aware of a phone available for use that is not subject to call recording.
Any stored information/call recordings also has to comply with Data Protection legislation.
The writer of this article does not accept any liability for reliance on the above overview.
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- Hosted Telephony Solutions
- Hunt Groups
- Memorable numbers
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