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Recording telephone calls over the last few years has been focused in the Call Center. The initial
purpose was for training agents and quality monitoring to ensure high levels of customer service.
Agents and calls were randomly selected for recording. But not anymore. Today the majority of call
centers I deal with are recording all calls.
Why? To verify what actually transpired on the call between both parties. This information may be
needed at a later date should a complaint be issued.
So this brings up the question - Are there other departments in the company where recording of
calls could or should be implemented? And the obvious answer is Yes. Here are some
departments that I can think of:
Accounting - These employees are dealing with the company money - both receivables and
payables. What is being said to the customer when accounts are past due which may be
breaching some consumer laws.
Purchasing - Verification of negotiated purchases may be needed between the time the call
occurred and the final paperwork is issued.
Sales - Verification of the terms verbally committed to the customer in exchange for the purchase
of the product.
Human Resources - Verification of the interview. A disappointed candidate for not being offered
the job can make allegations about the interview.
Legal Department - Conversations that my have relevance at a later time between employees and
external contacts.
Investor Relations - What is being communicated to the public regarding the company's financial
condition.
The unfortunate aspect is with so many lawsuits filed yearly, whether frivolous or not, recording of
telephone calls is becoming a common activity. This is not just in corporations. Individuals such
as insurance agents and realtors are now realizing the importance of recording calls with their
customers.
Before implementing telephone recording, be sure to check both State and Federal regulations
regarding call recording. Several states require both parties be notified calls are being recorded
while some only require one party to the call be aware.
Telephone Recording Beyond the Call Center
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