What is the difference between Call Recording or monitoring and Call Logging?
Recording or monitoring are systems that can actually keep a record of all or some telephone calls made or taken by employees. Monitoring these calls can for example generate data such as who needs to be trained or how well they dealt with a complaint. Monitoring itself is simply allowing a third party such as a manager to listen to an employees call in order to appraise their performance. This information can be referred to at a later date, if for example a customer suggests that a member of staff had been rude or had made a promise that had not been actioned. Call logging is a system that essentially produces reports from phone usage. It enables organisations to generate and analyse key information such as where a call is made or from, duration of the call, region or country it was made to or from, and which individual made that call.
Do I need both and if not can I buy the systems separately?
You won’t necessarily need both as they are completely different and are used for different purposes. That said, it is likely in the next few years that will change it appears that the systems will be provided as a single solution.
What are the legal issues that I need to consider?
One of the reasons why companies log and record calls is to comply with the certain legislation or codes of conduct. It is also important to take into account what can potentially be in breach of people’s human rights or in contravention of the Data Protection Act. It is most important that you take expert advice before you install such systems and how you should communicate this to your employees. Furthermore, for recording purposes it is essential that people that you call or that call your company are notified that the call may be recorded.
Aren’t these systems only for large companies and call centres?
No. Many companies, small or large, Government departments and ‘not for profit’ organisations can benefit from this type of technology and in many instances are compelled to have it because of legal and compliance reasons.
Does my organisation need it?
There are many reasons to deploy call recording and logging technology, but the primary one is to increase efficiencies. If more calls are made (whether it is people making outbound telesales calls, handling complaints or solving customer queries), then the better the service given to customers will be and in the case of telesales, revenues per call should increase.
Compliance is also a major influence on the take-up of call recording technology and as a result, the technology is used by banks and other companies that are regulated by the FSA (The Financial Services Authority). The aim in this scenario is to make sure that all facts and figures are recorded during a conversation in order to ensure that the customer has not been mislead and also to make sure that a telephone call can be referred to at a later stage should a dispute occur. Regardless of whether your company is a major bank or a small taxi firm, it can be major value.