Record Phone Calls for Protection
While all companies share some risk of liability, those with consultative sales teams or other public facing call center operations are even more at risk. Disputes with customers or clients over the phone, where there is no inherent “paper trail” can escalate, rising to the level of lawsuit rapidly, where companies are forced to settle with the customer or pay exorbitant attorney’s fees going to trial, whether they win or lose.
Simply put, because so many disputes result from miscommunication or misunderstanding between an agent and customer during a phone conversation, there is a need to preserve phone records.
That’s where telephone or voice recording technology comes in. Digital or analog voice recorders are more and more a company’s biggest asset against liability lawsuits, as they allow companies to create and maintain audio records of individual phone conversations. These files are stored on network databases or other file preservation platforms, allowing easy access for businesses that need to retrieve particular calls between their representatives and clients or customers. By simply playing back a recording, managers and supervisors can hear the actual conversation in question, establishing the facts of a call beyond dispute. What’s more, these audio recordings can be stored, sorted and transferred via a number of convenient digital formats, which means businesses are able to quickly and efficiently diffuse potential legal problems before they ignite.
Recording inbound and outbound calls is not just a preventative measure, it’s often the law. Emergency first responders like police, fire, 911 dispatchers and ambulance services must record all phone conversations. And, since 2002 with the signing of Sarbanes-Oxley Act by President George W. Bush, financial service companies (accounting firms, financiers, banks and securities firms and others), have to record most of their phone conversations. Efforts by the Federal government as well as many state and local governments to bring about more transparency are inducing more and more companies with consultative sales teams, whether they are legally required or not, to record and store all customer/client conversations. The risks of not doing so are simply too great to be ignored.
Medical practitioners, credit card companies, hotel and hospitality brands, banks, and any other company doing business with the public are employing phone recorders to serve as a hedge against unmitigated lawsuits. The durability and security of a digital voice recorder can be had for a reasonable price, by businesses with 1 employee or 1 million employees. If you’re a business owner or decision maker, there’s no reason not to protect yourself with digital recording technology.
A few of our Clients