By: Chuck Culwell
Recording calls can provide invaluable information and protection to businesses and call centers. In a previous Hiscall blog “Why Does Everyone Want to Record My Calls“, we discussed the benefits of call recording and quality monitoring software to help your business capture customer calls to assess customer service performance, settle disputes, and maintain PCI/HIPAA compliance.
Costly
Lack of planning and preparation regarding your call recording strategy could prove costly to your business. We have recently seen businesses in various industries targeted with call recording related lawsuits. Settlements have been in the millions of dollars. Bass Pro Outdoor World, alone, reportedly paid out a $6 million settlement.
Considerations
When implementing a call recording solution, there are some things to research and understand. Some important considerations of your call recording strategy include the length of time to store and how frequently to purge recordings. Recent litigation reminds us another important consideration. How do you inform callers their conversations may be recorded? Do you inform one or both parties? How do you inform parties on outbound calls?
Consent
Federal law permits recording telephone calls with the consent of at least one of the parties. Recording laws do vary by state, however. Tennessee and 37 other states, for example, have adopted “one-party consent” laws and permit individuals to record phone calls and conversations to which they are a party or when one party to the communication consents. Eleven states, on the other hand, require the consent of every party to a phone call, two-party consent, in order to make the recording lawful.
With so much at stake, call upon experts to partner with you in choosing a call recording solution. Hiscall offers call recording solutions from industry leading providers. With several different options, we can work with you to understand your needs and requirements to provide a solution best for your business.
