Many businesses, especially contact centres, use call recording software as it has a number of benefits for not just the company, but its employees and customers as well. Call recording software allows all calls made and received to be checked for quality control, meaning it’s a great tool to be used in the initial and ongoing training of staff as well as improving overall levels of customer satisfaction. Call recording software can also come in handy if there is a dispute with a customer, especially if they are trying to accuse the person they spoke to of saying or doing something that they did not. However, there are a number of security measures that must be taken into consideration when using call recording software. We’ve listed a few here.
Sensitive Information
If your business handles customers’ sensitive information over the telephone such as banking or credit card details, or even confidential information related to health or other issues, it’s vital that any call recordings made are secure. Just as you would not let anybody have access to paperwork or electronic files that have confidential and sensitive information written down, it’s important that the only people you allow to access recordings of calls are authorised to do so, as failure to keep them secure could result in your customers’ private details being leaked.
Inform the Customer
If a customer is being recorded over the phone they must be informed beforehand, and failure to do so is a breach of confidentiality. The need to inform your customers that you will be recording the call is even more important if sensitive or confidential information will be discussed, as the customer will need to be aware that this information will also be recorded and kept by the company. If you run a call centre or business where calls are recorded, it’s crucial that you train each and every one of your staff to let customers know that calls are recorded and the purpose for recording them before they continue a conversation over the telephone. Recording a call and failing to inform the customer could result in legal issues for your company.
Training Purposes
When using recorded calls for training purposes, there may be the need to edit them in order to ensure that certain information is not made available to the employees who you will be training. For example, you may use a ‘bad’ call as an example of how not to do the job, however before you show this call to your trainees, you will need to ensure that there is nothing included on the recording that would inform them who the colleague is that they are listening to. You should also ask permission and inform any employees that there is the possibility that their calls may be used for training others before you begin to do so.
How do you keep your recorded calls safe and secure? If you have any tips or advice for other business owners thinking about call recording software, leave your response in the comments.