Regulations

Recording of telephone conversations is perfectly legal and an accepted and vital tool for many businesses. Regulation by the FSA (now Financial Conduct Authority) means that many in the financial services industry including stockbrokers and traders must record their calls, including mobile calls in order to protect consumers against market abuse and to prove best practice.

In the general insurance industry there is no particular regulation but the Insurance Ombudsman will err on the side of the consumer if an insurance company cannot prove what was said in a telephone conversation. Building Societies and banks and their contractors must record calls in cases of mortgage arrears.

Whatever the size of your business a call recorder from BrandXperts will very quickly return your investment and here’s why;

  • Listening to your staff in a recorded call may yield surprising results-do they represent you in the way you want, or are they losing you valuable customers?
  • Good examples of recorded calls can be used to train new or poorly performing staff and assist with improving customer service.
  • Are your staff upselling, taking opportunities to improve sales or just going through the motions?
  • Consider the lifetime cost of a customer lost through poor customer service.
  • A recorded call is proof of who said what and when saving you valuable time and avoiding costly ‘gifts’ to placate customers
  • Consider how much it costs in time and money to resolve a customer dispute that has arisen from a misheard price or quantity in a phone call
  • Recording your calls helps avoid costly delivery mistakes or order details and quantities
  • Research also shows that people lie less often when they know they are being recorded

But it’s not only business users that benefit from recording a phone call its useful for the home user too in order to;

  • Remember details from lawyers, doctors and other professionals who often use jargon that is difficult to understand on first hearing
  • Where contractors promise to deliver projects by a certain date - you could replay the evidence
  • When booking holidays, dealing with your bank, trading stocks and shares etc.
  • It is a useful way of recording oral family history or for the elderly to replay to relatives when they can’t quite understand what has been said on the phone.

Some useful references:

OFCOM: http://www.ofcom.org.uk/static/archive/oftel/consumer/advice/faqs/prvfaq3.htm

Financial Conduct Authority: http://fca.org.uk/firms/being-regulated/meeting-your-obligations/firm-guides/information-gathering/call-taping

Insurance Ombudsman: http://www.financial-ombudsman.org.uk/publications/ombudsman-news/18/july-said-that.htm

The Law Society: http://www.lawsociety.org.uk/advice/practice-notes/call-recording-mortgage-arrears/

PCI DSS: http://www.barclaycard.co.uk/business/accepting-payments/pci-dss/

Medical Protection Society: http://www.medicalprotection.org/uk/sessional-gp-issue-6/risks-of-telephone-consultations