Call Recording Best Practices for Contact Centers

By Frank HealyAugust 10, 2016

Call recording services offer contact centers a great deal of value. However, such organizations must meet compliance in order to take advantage of the benefits. And some industries, like higher education, have stricter regulations than others.

5 Best Practices
No matter the industry, there are a few action items to consider prior to implementing call recording services.

  • Provide Awareness: Most states require dual-party consent. Adding a message about the call being recorded — often for training purposes — before the call begins is always a good idea.
  • Clarify Industry Regulations: For the higher ed industry, the most important considerations come from TCPA. For instance, institutions should include school-specific consent language into agent scripts to add an extra layer of protection.
  • Involve Third Parties: Tracking and verifying each step of the call process by an independent third party further ensures compliance.
  • Store Recordings: It is ideal to retain recordings for seven years for auditing purposes.
  • Consider All Audits: Call centers are responsible for internal audits and the audits of their clients.

Recording Technology
Every contact center should be recording its calls for a number of reasons, but it should also be part of a more comprehensive effort. And it all starts with using the right technology. All-in-one tools streamline the entire lead generation process—from inquiry generation to opportunity—and add a layer of protection every step of the way. Everything is automated, including how calls are recorded, transcribed, analyzed, stored, and secured.

The Benefits of Recording Calls
Such services can effectively grow a lead gen funnel—and a business—in a number of different ways.

  • Company Training: There is much to be learned from the calls between agents and prospects. These recordings help identify new best practices, provide faster on-boarding and more.
  • Visibility: Give clients visibility into their marketing funnel through provided recordings, adding value and trust to the partnership.
  • Capture More: Not only do small details often get missed or forgotten, but recordings can reduce errors in data entry.  
  • Minimize Risk: Every business faces the possibility of lawsuits, and call recordings offer a layer of protection against them.
  • Maintain Compliance: This is an easy way to provide proof of consent, which is especially important for the higher ed industry.
  • Increase Satisfaction: Better agent training and ongoing monitoring often leads to higher customer satisfaction.
  • Boost Security: Recordings are a good opportunity to check if any private or restricted information is being shared.
  • Learn About Leads: These conversations offer a wealth of information around student and other end user needs.

Call recordings are a critical piece of the lead generation process and should not be overlooked. Such services can help collect and optimize inquiry-level data for clients and better meet industry compliance needs. As all successful contact centers know, when lead quality improves so, too, do conversions. 

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