Customer Service Tech: The Importance of Recording Phone Calls

If your company isn’t recording every customer service call, you may want to rethink your business strategy. If you’re a consumer, you may wish to keep a recording of any customer service calls you make. There are all sorts of smart reasons why recording customer service calls is important. Of course, all calls must be recorded in a legal manner. Read on to find out why and how.

Why consumers and businesses should record customer service calls

A lot can be said during a routine customer service call. A consumer may be given promises and assurances, but unless the call is archived, it’s hard to prove what was said by the customer service agent. Businesses that offer customer service may wish to keep a recording of service calls, as well. If and when a customer relationship becomes contentious for any reason, a recording can improve memories and prove facts, say techies at The Daily Dot.

Companies find it easier to monitor and train customer service reps when calls are recorded. Recordings ensure accountability and top-rate customer service. Recorded calls help companies make better decisions while doing away with “he said, she said” arguments, notes MOBE magazine. The simple addition of call recording may improve customer satisfaction in a very big way.

Businesses that accept credit and debit card payments by phone benefit by keeping a verifiable recording of customer transactions. With an audio recording of a customer agreeing to a payment, it’s easier for businesses to keep their books. Some industries actually require recording of customer service calls.

How to record calls without legal repercussions

In all states, it’s lawful to record a phone call as long as both parties are aware that the call is being recorded. When a consumer calls a company that advises the call may be recorded, and the client tells the first customer service they speak to that they are recording, both parties are aware and it’s perfectly legal for the customer to record the call. This is called dual-consent. A few states, including Indiana, Georgia, Virginia and Texas, only one party to the call need be aware of the recording. Recording someone else’s call is generally illegal without consent or a court order.

Look for a recording device that is easy and intuitive. When you want to record a call on the fly, you don’t want to waste time fiddling with settings. A recorder with automatic and manual options is a good idea. Use hands-free to record notes while you’re driving, and you won’t be ticketed for messing with your Android phone. Auto sorting by call date and contact is a useful feature, as well. Automatic Call Recorder for Me is a great, lightweight Android app that’s just right for anyone who has reason to record customer service or other phone calls. Get it on Google Play.

Be sure the party you call knows that they’re being recorded, and you should be good to go. Be sure to check the laws in your specific region prior to recording calls.


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