Call Recording – “Reduce the impact and length of office disputes”

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Call Recording

Office disputes that could potentially disrupt your working environment and reduce productivity in the workplace, could be resolved quicker or avoided entirely if a call recording system was in place.

Many businesses still sit on the fence when it comes to call recording and avoid considering this fantastic technology due to misconceptions about cost and its legal uses.

Guidelines state that it is now acceptable to monitor or record without consent for the purposes of establishing facts, ascertaining compliance with regulatory or self-regulatory practices or procedures, and ascertaining or demonstrating standards which are achieved or ought to be achieved by persons using the system. Furthermore it is acceptable for the purposes of preventing or detecting crime, investigating or detecting unauthorised use of the business’s telecoms system, and ensuring the effective operation of the system.

However, despite the above, all reasonable efforts must be taken to inform all parties of the intent to record or monitor calls. This is generally achieved via information contained on websites, simple notices in reception, letterheads or within terms and conditions.

Looking more specifically at the system’s potential for resolving office disputes, it also allows you to review call histories should any arise and the recordings of many systems can be considered in UK courts.

With call recording, there is only one version of the truth”

Imagine you have a key client complain about the way one of your best members of staff handled them on the phone, this would be a difficult issue to handle effectively but with call recording you can focus on the truth and deal with the complaint quickly, effectively and with all the facts readily available.

With regards to costs, it’s a lot cheaper than people think. Call recording technology is now widely available and costs as little as £50 per month and each system can be tailored to suit your business and budget. Call recording systems connect to your telephone system and capture either all of your calls or calls for specific extensions.  Once recorded, the calls are archived and accessible to your system administrators, or can be exported to email if required.

Any person considering interception, recording or monitoring of telephone calls is advised to seek independent legal advice and should not rely on the general information provided above. Property Aspects and Tech Advance accepts no liability or reliance by any person on the above information. The latest regulation for monitoring or recording telephone calls can be found in full in the following publications: –

  • Regulation of Investigatory Powers Act 2000
  • Telecommunications (Lawful Business Practice)(Interception of Communications) Regulations 2000
  • Data Protection Act 1998
  • Telecommunications (Data Protection and Privacy) Regulations 1999
  • Human Rights Act 1998

If you are interested in learning what call recording would cost to implement into your business then please contact us for free expert advise on 0800 50 533 50 .

 

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