Call Recording

“The calls may be recorded for monitoring purposes and to improve the service“
You must have heard, more than once or twice, this message when you called a business – you must have wondered why? And are the conversations really recorded and are they really used for training purposes? The answer, in most cases is yes, especially for companies that want to invest in their sales representatives

Call recording and ethics

The technology used to record phone calls used to be an expensive asset, but is now a typical feature of most business VoIP solutions. In fact, call recording has become so common that it is considered a must-have feature for almost every business. Of course, call recording has become standard for every customer retention center, but even in businesses that don’t focus on creating relationships with customers, there is still a rationale for recording and keeping a log of all their calls. While call recording is a great feature for call centers and other businesses alike, you need to start by making sure your call recording standards are legal and ethical. You must ensure that you comply with all laws when it comes to recording any type or part of a telephone conversation, most of which require some form of explicit notification that the conversation is being recorded (hence the popular line above), and no matter what country your business operates in, it is against the law to record telephone conversations if you are not participating, and/or a conversation in which you did not receive consent to record. It is always better to avoid mistakes, on the side of ethics, and to take cautions and start your inbound and outbound sales calls with a clear and defined message about recording the call

Features of the ‘Hipocti’ call recording system

Call recording is the ability of your business to record a voice call through an audio source. Active calls or conference calls can be recorded and then stored as a digital file for transcription or listening at a later stage. Recording is a feature that allows automatic recording and/or recording at the push of a button. The system has the possibility to easily record internal calls, external calls and conference calls, call recording is a free service in the systems offered by ‘Hipocti’, there is no need to rely on a third party. The system has the ability to record a call, either system-wide or by meeting certain filtering criteria (e.g. extension, phone number, calling number or line). The recording can be from the beginning of the call regardless of who is calling or the content of the call, or by some kind of soft button to initiate it during a call.

Why record phone calls

Companies need to record customer phone calls to comply with legal requirements. Organizations use call recorders for many reasons based on the requirements of each industry

Financial institutions are required to record incoming calls as well as outgoing calls. They are responsible for storing them to verify service and privacy messages, check agent compliance, and resolve disputes

Medical organizations record patient phone calls for quality assurance and agent training

Government agencies collect audio of calls and use analysis to provide accountability to the public

Companies that provide services record customer calls as well as their coordinators and service technicians for quality assurance

These and other organizations use call recorders to replay phone calls for quality checks and to mask customer data.