If you are looking for ways to improve your business, one of the things that you should consider is capturing voice calls. It may look like a small thing at face value, but it can benefit your business greatly if it is implemented properly. When you capture voice calls, you can capture the details that you might have missed or forgotten, coach your team more effectively, get to know your customers, and much more.
However, you need to know the industry best-practices for voice call recording to follow in order to avoid getting in trouble when you decide to capture the voice calls of your customers. One of the things you should do is always notify the caller that you are about to record them for compliance reasons. When the caller continues to call after you have notified them, it implies their acquiescence to the voice capture.
The easiest to notify a caller that their voice will be recorded is to play a pre-recorded prompt that broadcasts the terms and conditions about the voice call recording, whereby the caller has to press a designated key on their mobile device to continue. No matter what recording method you decide to use, it is very important to be transparent about why and how the call is being recorded. Doing this helps foster a deeper level of trust because the caller will know exactly what is being done with their private conversation.
The recorded voice call can help clear your company’s name in case of disputes that may arise during transaction. While as a business person you hope that everything will go on smoothly, disputes with customers may arise, and it is good to be prepared for them.