Why recording calls is a good idea
Companies are often at a loss to understand why recording calls is a good idea. Here’s a clear case where the failure to record a call has:
- left a company unable to prove concretely how its staff member acted on the phone
- exposed the company to a complaint and possible lawsuit from its customer
- left the company with no sensible process for dealing with the staff member’s behaviour (either supporting them 100% because they did nothing wrong, or pulling them up if they did something wrong)
- left the company unable to determine whether the customer’s recording of the call is genuine
- offended a staff member
- reduced the level of customer service a competent organisation should be providing
Veritape and its clients have had plenty of exposure to situations like the one in this linked article, but with radically different outcomes. For example, one of our clients recently invited a customer into its call centre, in response to an allegation of racial abuse on the phone. It was “with great joy” that the call centre Director played the customer the recording of the call, and watched the customer leave, tail between his legs.
The call centre agent was given the full support of his employer, and the employer knew exactly what had happened on the call, because they had a recording.
How much easier than that? Visit www.veritape.com for more information.