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 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.
Legal issues
One of the reasons why companies log and record calls is to comply with the following 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 DPA. (The Data Protection Act).
- Data Protection Act 1988 (DPA)
- RIPA (Regulation of Investigatory Powers Act 2000)
- Employment Law
- The Telecoms (Lawful Practice) (Interception of Communications)
- Regulations 2000
- Human Rights Act 1998
- Codes of Practice – FSA Handbook
- http://www.fsa.gov.uk/pubs/hb-releases/rel40/rel40aper.pdf
- Telecoms Licence Obligations
It should also be noted that in some instances, company directors can be held liable for failure to retain documents and other records such as phone calls. (Please note that this list is not definitive and you should be aware of particular legislation that may affect your company and hence your specific requirements.)