Why Businesses Need Call Recording

Call recording is now a fundamental feature of business phone systems; it ensures business protection and improved performance. 

Wayv’s system will record all of your inbound and outbound calls, securing them safely in our online portal with the option to download separately and store with the rest of your customer documents and files. There are options to turn recording on and off or only record certain calls for instances such as taking payments over the phone, meaning you can personalise the recording system to your needs.

1. Monitor call quality

Call recordings allow you to monitor and assess the quality of your business interactions with customers. Listening back to calls gives you the opportunity to give advice to your staff on the ‘do’s and ‘dont’s. You can review and identify areas of improvement for your staff when they speak to clients and make sure that you maintain a high level of customer service. 

2. Training

You can train new staff by showing them examples of how ideal calls sound, and some common mistakes to avoid. Everyone learns differently so this can be a very effective method of training new starters.  

One additional feature of call recording is ‘call barging’. This is where a manager will be listening into a real-time staff call with a customer but have the opportunity to ‘barge in’ if deemed necessary. Everyone makes mistakes, especially when learning something new. Make sure all the information is correct, the customer is happy, and everything keeps running smoothly.  

3. Protect your staff 

Customers and clients are less likely to be rude or disruptive over the phone when they know they are being recorded. Some customer service roles do unfortunately come with emotional customers that may displace this to the person they speak to – so this is an added level of protection to your staff. 

4. Check the details  

Call recording gives you that additional lifeline. Let’s use the example of a carpentry company. You’re making a bookcase for a customer but you’re unsure of the measurements. Maybe your colleague wrote down some details and you can’t read their writing… Or maybe you look at the measurements, but they don’t look right?  

Just listen back. 

All the recordings are organised by date, showing the number called, and person/ extension that spoke to them, so it’s fast and easy to find each one. 

5. Protect your business 

In certain industries, disputes or misunderstandings may arise between businesses and customers. Call recordings act as objective evidence, enabling businesses to resolve conflicts more effectively, confirm what has been said, and prevent any potential disputes. They provide accurate details of conversations, helping to avoid misunderstandings and protect the interests of both parties. 

6. Stay compliant   

If you do not inform callers that they are being recording, this is in breach of GDPR (General Data Protection Regulation). GDPR laws address the increasing apprehension surrounding data privacy and the practices employed by private and public organisations in using data. They offer clear guidelines on the legality of various forms of data collection. 

This is an absolute must if you’re business is going to be recording calls. As long as everyone that calls your business is informed that they are being recorded, then there can be no legal dispute as you are being compliant with industry laws.  

The right to be forgotten

What should I put in a call recording announcement? 

Anything that explicitly mentions call recording, and the use of the call recording. One common recording is simply: “This call may be recorded for quality and training purposes”

Can call recordings be used in court? 

The short answer is yes. As long as the call recordings have been legally obtained, then they can be used as lawful evidence in court.

7. Record keeping  

Call recordings can be used for reference or verification purposes, ensuring that important details are not lost or forgotten. Call recordings can also be valuable in the event of inquiries, complaints, or follow-up requests from customers, as they provide a reliable source of information. 

How long are call recordings kept?

Our call recordings can be stored for up to seven years, although there is an option to download them to store outside of our system. This helps your organise your records as you can have everything you need all in one place.  

Conclusion 

Overall, call recording benefits businesses by improving customer service, supporting employee training and development, facilitating dispute resolution, ensuring compliance, evaluating performance, and maintaining accurate records. However, it’s important to consider legal and ethical aspects of call recording, such as obtaining proper consent and complying with privacy regulations, to protect the rights and privacy of both employees and customers.