Recording Calls Not Just For Call Centers

Call centers are notorious for recording customer calls providing the "your call may be recorded for quality monitoring purposes, etc". Today more and more individuals and companies are recording calls.

What departments other than the call center should be recording calls. Probably all the departments, especially if there are employee issues, customer complaints or financial. Here are a few departments that may need the coverage:

Accounting - These employees are dealing with the financial aspect of the company- both receivables and payables. Verification that consumer laws or other regulations are not be breached when attempting to collect past due accounts.

Buyers/purchasing personnel. Generally these people are negotiating contracts for their companies and a record should be kept.

Sales department. Verification for both parties. There have been instances where buyers have denied ordering a product. They are in possession of the product, refuse to return it but want the charges taken off their credit card.

Human Resources - verification of interviews. A disappointed candidate for not being offered the job can make allegations about the interview.
PR department or investor relations especially if the call will have any effect on the company's stock in the financial markets.

Is recording call legal? Yes if the proper steps are followed. Check with your State's regulations as every state is different.   It is becoming common place when calling a customer service center to hear "your call may be recorded....". So follow their lead and let everyone know you are recording calls. Beep tones throughout the call may not be considered notification.

Unfortunately, because of the litigious environment we live in today, recording calls is definitely a step in the right direction to possibly avoid legal issues. Quality and reliable call recorders come in all sizes and prices to accommodate most budgets and applications.

Article Tags: Recording Calls, Call Centers

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