Why Are Customer Service Calls Recorded

Certainly, when calling a company’s helpline, you have heard the “this call is being recorded” speech. Many customers consent because they need help solving an issue, yet not many customers understand why those calls need to be recorded.

Customer service calls are recorded for both the customer’s and the company’s benefit. Amongst many others, the seven main benefits of recording calls are: 

  • Ensures Problem Resolution, In Little Time 
  • Grants Access to Forgotten Details and Missed Information 
  • Helps With Agent’s Training 
  • Improves the Quality of Your Customer Service 
  • Generates Customer Satisfaction 
  • Protects Your Company’s Reputation  
  • Protects Your Company Against Lawsuits

7 Reasons Why Customer Service Calls Recorded

1. Ensures Problem Resolution, in Little Time 

Recording customer service calls is an excellent motivation for your agents to be as efficient as possible when dealing with customer’s problems. Knowing that these recordings will later be accessed by the customer service manager or their superiors will more likely cause your agents to provide the service that the customer expects: efficient and fast. 

From another perspective, by having records of previous customer service calls, you can prepare your agents for recurring problems or situations, reducing problem resolution time until that problem is completely solved. 

2. Grants Access To Forgotten Details and Missed Information 

Much information gets lost in a live conversation between an agent and a customer. Although practicing active listening skills  is an effective practice (read Active Listening Techniques: 30 Practical Tools to Hone Your Communication Skills by Nixaly Leonardo LCSW)  to contour this, it’s impossible to note everything said in a call. 

That’s where call recording is useful, as it’s the best way to document everything that is said in a call accurately and the only way to access forgotten details and all that gets lost in conversation.  

3. Helps With Agent’s Training 

Call recording is a good way to train new and existing agents. Either by using previous recordings from old agents as an example, to show new agents what is the best and worst way to go about customer service; Or by using their own recordings to show them where they have been good or bad, and teach them how they can be better. 

Some companies have their agents respond to quizzes and implement other interactive elements based on previous call recordings as a learning tool for them in their training. 

4. Improves The Quality of Your Customer Service

Recording calls can improve the quality of your company’s customer service in many ways. Besides motivating your agents to be on top of their game and helping you save information that can be useful, it also enables you to create a more personalized service. 

Companies usually use the information they gather from the call recordings and combine it with marketing data to create their customers’ profiles. Based on those profiles, they can plan set ways to handle situations and deliver the best customer service possible to each customer, providing a customized experience. 

5. Generates Customer Satisfaction 

Customer satisfaction is one of the main goals of call recordings. Through it, companies can have actual proof of what works to keep their customers happy and what doesn’t work. 

With all the advantages that call recording brings to customer service teams, customers will most likely end the call on a good note and feel satisfied with the service. 

6. Protects Your Company’s Reputation 

Customer service doesn’t always end in customer satisfaction. When that happens, it might end in defamation through word of mouth or social media. By having the call recordings, you can verify the veracity of your client’s complaints about your service and defend your company when necessary. 

7. Protects Your Company Against Lawsuit 

Call recordings are equivalent to a written document of the agreement between your customers and your agents. That’s for the company’s protection, as sometimes customer service issues can end up in a lawsuit.

Now, if customer service call recordings can protect the company against a lawsuit, can they also be used for the customer’s protection? 

Can a Customer Request Call Recordings? 

Generally, and according to the law, customers can request call recordings only in special circumstances. Suppose their information has been misused for criminal activities and by criminals. In that case, they may have access to a copy of the call for lawsuit purposes or further help them and the authorities with the criminal investigation. 

If you’re thinking about implementing it in your customer service after reading about all the benefits of call recording, I’ve gathered a list of dos and don’ts of this addition and some aspects you need to consider before implementing it. 

How To Implement Call Recording In Customer Service? 

Although very beneficial, if implemented incorrectly, call recording can bring many problems to your company, some of which are legal, as it compromises some of the customer’s privacy rights. Here’s how to do it correctly: 

Get to know the legal implications 

Get to know the law for call recording in your country or city, what are some things that might result in a lawsuit, and how you can implement it without putting your company at risk of a lawsuit. 

Call recording laws are usually divided into two categories that vary according to the region: 

  • One-party Consent : 

Where all that it’s needed is the consent of one person in the call for the recording to be considered legal. That means that if you are recording and you are speaking, that counts as consent. Some American states go by this law. 

  • Two-party Consent:

Where you need the consent of everyone in the call for the recording to be considered legal. Most European countries go by this law, following the General Data Protection Regulation (GDPR) rules. According to the GDPR’s official text, consent is demonstrated when the caller takes an action that openly means consenting (such as pressing a key, for example). 

Choose the best call recording software for your business 

Call recording isn’t only limited to voice calls anymore. Although voice calls are the most standardized version of customer service, you can now provide customer service through video calls or live chats with the growth of technology and the internet. These two means can also be recorded and kept in your database for your protection and marketing purposes. 

For that reason, you should analyze what’s the best platform and software for your business’s customer service based on your customer’s profile. Many companies also go further than that and combine all platforms for a broader service, which may be hard for a small business. Still, it’s beneficial, especially when they are all synched. 

Keep your customers informed 

With only the exception of the cases where the one-party consent law applies to your region, it might be best to inform your customers that their customer service interaction is being recorded. And even when the one-party consent law applies, you would probably benefit more from keeping your customer informed as the contrary could result in mistrust from the customers and dissatisfaction. 

Although you are trying to protect your company, you have to keep in mind that the whole purpose of customer service is customer satisfaction. 

Follow the Etiquette 

Good etiquette is a plus in customer service. Make sure you train your agents according to a certain etiquette and that they follow it no matter the circumstance, keeping in mind that whatever is said and done in a call recording can have severe implications for your company. 

Some aspects of good etiquette include a positive attitude, politeness, patience, active listening skills, and a good presentation (mainly in cases of video customer service). 

Summing it up!

Call recording is a precious tool in customer service, and businesses have been using it more and more every day. That is justifiable as its benefits go from customer satisfaction to company protection.  

Although useful, you still need to handle this tool with a little bit of caution, as in the same dimension it might benefit your company and its reputation, it might have the opposite effect. 

All it takes is a good study of its laws and implications and following the correct procedures when implementing it for it to make your business thrive! 

Further Readings

Top 5 Reasons Why Call Recording Is Imperative for Your Contact Center. AMEYO

Understanding Customer Service Call Recording Laws. NICE

Emidio Amadebai

For the past 2 years, I have been working as the head of Customer Experience, Sales, Marketing, and Customer Finance at an international pay as you go solar home system company working in rural areas in Africa. After my previous 7 years working in B2B, IT&Telecoms industry, as a Service Delivery and Project Manager, having worked with Vodacom, Huawei, and other multinational companies. My job is to make sure we improve the lives of thousands of families, with access to electricity, utilities (radio, TV, lights), doing our very best so that they get the best-in-class customer experience, and succeed in acquiring the products for themselves.

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