Thursday, 23 June 2011

Call Recording issues

In the past call recording has been the preserve of larger organisations, but the proliferation of 'on demand' PABX recording and the arrival of low cost 1300 number recording options has brought this within the reach of smaller businesses.

Call recording can be useful where your business wants to record that information or terms have been understood and accepted for legal reasons, or where you're running your own call centre and want to use this for training purposes.

Where you are outsourcing your calls to a contact centre, there probably isn't much point to record simple messages being taken, but used properly there can be some benefit with it to refine the handling of more complex services.

Important Considerations
You need to understand the difference from having staff that answer your calls all the time and know your business inside out, and the job of the contact centre generalist. The generalist gets little warning that this next call is for you, and has literally seconds to orient to your protocols. Simpler call handling protocols and higher volumes make their job easier, but be aware that it is inherently harder to answer for a range of businesses than for one you work in all the time. 

When you listen to calls you should also remember that the operator's perspective will differ from your own. A request that makes perfect sense to you, with your indepth experience, may not be so clear to a generalist. If the call isn't handled in the way you expect, pick a good call recording and one that you have concerns about, and send these to your Client Services support team for an opinion. They are better placed to understand what's going on in the call from both perspectives and can often recommend changes to the screen instructions or operator training that will make all the difference.

Legalities around Call Recording
When we record calls on your behalf, we play a message warning the caller that their call may be recorded for training or quality monitoring purposes. We also advise our operators that these calls are being recorded. This is a requirement of the federal Telecommunications (Interception) Act 1979. 

The general rule under this Act is that calls may not be recorded, but there are a few exceptions.  Organisations are allowed to record calls to record instructions, provide a record in the event of a dispute, or monitor training or coaching of staff handling calls provided all parties to the call are warned at the beginning of the conversation that the call may be recorded or monitored. This provides people with the opportunity to end the call or ask to be transferred to another line where recording does not take place.

When you decide to record calls to your 1300 number, a message is played to this effect to your callers, but this is not heard by the contact centre operators answering your calls. It is your legal responsibility to notify us if you intend to record your calls so that we can advise our operators, otherwise you will be in breach of the Act.

For more information on how this operates in Australia see

1 comment:

  1. Thanks for great information you write it very clean. I am very lucky to get this tips from you.

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