Call Recording Best Practices
Call recording is a common call center practice. Call recording can be a valuable tool, but it must be used carefully. The burden is on the call center to make it a priority to be compliant with all relevant call recording laws, rules and regulations. Failing to do so can have significant consequences, including fines and legal action. This post is designed to provide a basic background on call center call recording and to point call center managers in the direction of resources.
What is call recording?
Call recording is the process by which inbound and/or outbound calls to a call center are recorded. This may include the use of functionalities like manually pausing and resuming live recordings by the agent from the call center software interface. The recorded files are often stored within the call center software database after the call ends for either a discrete or indefinite amount of time.
Associated terms that will not be covered in this blog post
Call monitoring is a call center software feature that is regularly found in discussions about call recording. Call monitoring allows silent persons, often call center managers, to tune in on live conversations. Although related, call monitoring is not the same as call recording. It is therefore subject to some but not all of the same regulations. It is a separate topic unto itself.
Wiretapping also sometimes appears in conjunction with call recording. Wiretapping is a legal term. It is a broader topic than call recording and has a limited impact on call center call recording practices. As with call monitoring, there are similarities and therefore overlapping regulations between wiretapping and call recording. However, these concepts are distinct and complicated enough that this blog post will not be delving into the particulars.
For more information on the legal description and general knowledge of what is Wiretapping you could go here:
Why is call recording used in call centers?
Call center call recording is a widespread practice across industries. So much so that many callers are familiar with the call center greeting that states, “This call may be monitored or recorded for quality assurance purposes.”
That disclaimer hits at the heart of call recording’s purpose: quality assurance. Call recording can enable call center managers and agents to review the content of calls to analyze performance, determine best practices and identify any compliance issues. This may help in better meeting the needs of customers, ensuring that the team remains compliant with regulatory guidelines and improving customer service quality.
What are the relevant call center call recording legalities?
Call recording is a complicated and sometimes controversial practice. It is the prerogative of business owners to comply with all relevant regulations and industry standards. Accomplishing this task requires background research about which laws apply to particular businesses.
Call recording law encompasses a variety of call recording functions. These include, but are not limited to, issues of participant consent, regulations about the storage of recordings and the legality of pausing and resuming live recordings.
In order to investigate which call recording laws apply to a certain call center, numerous agencies and resources must be checked. Articles and blog posts like this one can be tremendously useful, but should not be taken as a doctrine. Rather, companies must consider a number of sources before putting call recording practices into place.
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