Telco Ltd. Blog

8 reasons your business needs automatic call recording

More and more, it is becoming important for businesses of all sizes to automatically record phone calls.  Here are 8 reasons why your business needs automatic call recording:

Legal Liability

In a society that is becoming increasingly litigious, businesses are in need of having accurate records of their conversations with outside parties.  These conversations can be invaluable if your business is ever accused of not living up to its end of a contract, promising something that was never actually promised, and so on.

Regulatory Requirements

There are a slew of regulations affecting businesses that require them to record calls, and the number of businesses who are impacted by new regulatory requirements is increasing.  Examples of regulations requiring businesses to record conversations include the Health Insurance Portability and Accountability Act (HIPAA), the Sarbanes-Oxley Act, the Payment Card Industry (PCI) Data Security Standard (DSS), the Fair Debt Collection Practices Act (FDCPA), the Gramm-Leach-Bliley Act (GLBA), the Do-Not-Call Implementation Act & the Telemarketing Sales Rule (TSR).

Order Accuracy

Recordings of orders placed over the phone can not only be accessed if a particular order is disputed, but an administrator or supervisor can randomly select calls to determine order accuracy rates.

Protection against harassment

Sooner or later, most businesses experience harassing calls of some sort, whether it’s from a telemarketing company, an irate customer, a disgruntled ex-employee, or a current employee who is being harassed by an acquaintance or relative.  In many jurisdictions, depending upon the circumstances, this can be either a civil or a criminal matter, and recorded calls can be used to prove that such activity is going on.

Customer disputes

Customer disputes can arise in many forms and can range from subtle misunderstandings, to a customer claiming they were promised something, to a customer complaint of how they were treated.  Call recordings are extremely valuable in these cases because it allows an administrator or supervisor to listen to the actual conversation that took place and make an objective judgment of what occurred.  In some cases, a recording can even be played back to one or both parties to defuse or facilitate clarification of the situation.

Detecting phone abuse

Regular review of employee phone calls can help determine whether they are making personal calls that are excessive in number or of long duration.  In many cases, employees who know that their calls are being monitored or recorded will naturally curb such behavior.

Avoiding missed sales opportunities

Inexperienced employees (and sometimes even ones with many years of experience) can miss telephone opportunities to make an extra sale to a prospect or customer.  By regularly reviewing these interactions, administrators or sales managers can identify both individual missed opportunities and trends of missed opportunities, and can implement procedures or training designed to close these holes.

Enhance quality assurance and employee training

Customers and prospects appreciate having telephone conversations with a vendor that is pleasant, makes effective use of their time, and demonstrates that whomever is handling their call is competent at helping them.  When they have a good experience, they are more likely not only to continue the business relationship, but to refer other people or businesses to you.  Ensuring that telephone interactions meet the customer’s needs is of paramount importance.  By regularly reviewing telephone calls, management  can determine not only how customers and prospects are treated over the phone, but they can identify opportunities for additional employee training (whether it be identifying gaps in the employee’s technical or procedural knowledge, or assisting the employee with telephone interaction techniques or eliminating certain words from their vocabulary).

 

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