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Demystifying call recording
25th February 2016 Voice, Matthew Cox
We take a look at the features and benefits of using call recording in your business, and show how it is a cost-efficient must-have rather than an expensive luxury.
Call recording is a necessity for many businesses. For some, it’s because they are required to record calls, while others recognise the enormous benefits the technology brings.
Other businesses feel that recording calls is expensive and should be left to only those required to do so – but is this the right approach? We take a closer look at the technology, demystify how it’s used, and see how it can help any type of business.
What are the benefits of call recording?
In truth, call recording can indeed help businesses of all shapes and sizes. It offers a broad range of benefits to those using it, and these fall into four main categories:
As we’ve mentioned in our latest eGuide, customer service is one of the top priorities for almost every business in the UK.
Your management team can maintain high levels of customer service by using call recordings to train and develop both new and existing staff. They can guide team members through real-life examples of requests, queries and complaints to ensure they can handle these in the way your customers expect.
Taking care of your staff
It’s an unfortunate truth that not everyone your team speak to are going to be happy. The good news is that, through call recording, you can protect them from harmful, misleading or abusive calls on the rare occasions they occur – and ensure such calls are remedied in the best way possible.
Should a team member experience such a call, they can flag it to you so that it can be dealt with appropriately.
Administrative and audit purposes
As well as helping team members, call recording can aid managers when making decisions and auditing processes. Recordings can give them insight into how their team are performing, and how satisfied callers are.
In certain circumstances, businesses must or must not record calls for compliance reasons. This makes the tool is essential, but it doesn’t mean it has to cost you a fortune. We’ll look at the legalities of call recording next.
What are the legalities of call recording?
As we mentioned earlier, there are times when businesses must and must not record calls in order to remain compliant with industry regulations. The two areas of regulation are for:
Businesses that are regulated by the Financial Conduct Authority (FCA)
Companies that are regulated by the FCA are required to record calls. Moreover, these calls must be stored securely, and be easily-accessible should they be needed, for a minimum of six months.
Businesses that use ‘Payment Card Industry Data Security Standard’ (PCI DSS)
PCI DSS applies to any business that handle card payments and is designed to minimise the risk of fraud. These rules mean that card payment details taken over the phone must not be recorded or stored. Thankfully, many modern call recording solutions are PCI DSS compliant; agents can pause the call recording before taking card details and resume it once the payment has been made.
Is call recording expensive?
Modern telecoms technologies have seen the cost of call recording fall significantly over recent years, with some saving businesses over 280 per cent*. This has not only made it more affordable to businesses required to have it, but also opened the technology up to businesses that are not required to record calls by regulation.
More of these businesses are now opting to take up call recording because of the benefits it brings to customer service, training, auditing and management – which we discussed a little earlier.
Need to keep record?
When you look at it, the benefits of call recording don’t just apply to businesses that are obliged to do so; they apply to all sorts of businesses that strive to continually develop customer service, look after their staff and are always reflecting on achievements and improvements.
If you’d like to know more about how call recording would benefit you, please don’t hesitate to contact us, or get in touch with your account manager.
*Based on 4 channels of SIP compared to ISDN2