Phone Recording Insures Security
Telephone Recorder Purchase Tips -
When Security is your Highest Priority
By virtue of their public ownership, government entities and agencies
demand secure, sustainable, and easily accessible channels of
communication. Ditto for technology oriented private companies and
defense contractors. Their work is often confidential and sensitive in
nature, necessitating strict protocols that can ensure a certain level
of redundancy and security.
In these types of governmental and technology-driven private firms,
legal strictures govern every area of communication, be it internally
between supervisors and employees, or externally in the client or public
facing realm. In both categories, operational authorities need reliable
means of recording, accessing, and assessing all inbound, outbound and
internal call traffic. For example, FBI personnel often record
conversations that are of a legal nature or that relate to an ongoing
investigation Ė doing so is a necessity, a part of doing business.
Digital telephone recorders make this possible so that all verbal
telecommunication is stored in a fully accessible, transparent format
should the need arise.
Customer service representatives in the private sector must also
adhere to certain standards and practices when talking with members of
the public or customers interested in a product or service. With a
reliable digital telephone recorder, managers and supervisors can
monitor these discussions for compliance purposes. Those customer
service agents who arenít maintaining the company line can be trained to
do so, in large part because employers can use telephone recordings as a
basis for training and retraining agents who need to be brought up to
speed. Employees can listen to their own conversations and critically
assess their own performance.
Telephone recordings also provide a hedge for customer-facing
organizations that interface with hundreds or thousands of customers
and/or potential customers every day. Even with a trained team of
customer service agents, there is always a risk of miscommunication or
inadvertent statements between an agent and a caller. These situations
can result in lawsuits or other legal repercussions that arenít easily
solved. However, a telephone recording regime that captures, labels and
stores each conversation can protect companies against any he said-she
said situations that may arise. Telephone recordings help resolve
disputes and illuminate the reality of conversations where there is some
doubt about what may or may not have been said.
The class of digital telephone recorders used by government and
highly secure private organizations are equipped with multi-tiered
access protocols, allowing supervisors to restrict access to certain
functionality within the telephone recording platform to only those with
specific levels of clearance. These permission rights are protected in
many cases by audio and visual alarms that notify appropriate personnel
if and when a system breach has occurred.