There are many reasons for wanting to record a call. Whether you’re a lawyer, therapist, realtor, notary, call center, utility company, bank, etc.—there are many types of businesses that rely on call recording to keep a record of conversations for legal or monitoring purposes. If you don’t currently record calls or are weighing whether you should, here are a few benefits call recording can provide.
Business Advantages to Call Recording:
Improve your products and service
- Capturing customer complaints or product shortcomings is an excellent way to improve your overall product strategy. Call recording is an easy method to document any and all feedback and analyze with your product team.
Customer Knowledge & Testimony
- Having a record of your customer calls can be a great way to get to know them and map key demographic details. Also if you’re receiving customers calling in with glowing reviews, it’s a surefire way to compile testimony for your website.
Improving Your Customer Service Team
- With a database of all customer service calls, you’ll have a great track record for seeing how your service has evolved, individual team members who are worthy of praise or promotion, and ways to further tweak and enhance your hospitality.
- Call recording is a perfect training tool. Whether it’s for new service reps or executives unfamiliar with your industry, having a database can easily bring new team members up to speed.
Follow the Law
- This shouldn’t need much explanation. But it’s always best to make sure you’re on the right side of the law.
Which brings us to…
A Few Words on Legality:
In accordance with 38 states mandating One-Party Consent, Phone.com has turned on the tone for all accounts on the call recording feature. The faint beep occurs every 15 seconds to inform parties. If you would like to turn off the tone, you may do so in your control panel under Configure > System Settings > Call Recording. Doing so, however, may put you in murky legal territory.
Federal law (18 U.S.C. § 2511) requires One-Party Consent, which means that call recording is permitted if you, the caller, are a party on the phone. If you are not present for said call, the call may be recorded only if present party is fully aware and has consented to the recording.
38 states, plus the District of Columbia, require One-Party Consent.
12 states require all members of the phone call (or Two-Party Consent) to be fully aware and consent to the recording.
Note: This is intended as a summary. If you’re unsure of what to do, be sure to check with your state’s call recording laws.