Your Phone Call May be Monitored or Recorded


The term telephone recording system refers to the hardware or software used to record and monitor client calls, most often involving a multi-line phone system.

It can be used to directly record calls involving agent and client or act as a virtual receptionist. Gone are the days where the woman with the beehive and pointed spectacles does her best to write down the concerns of the customer on a pre-printed message form.

A telephone recording system allows the person on the business end of the call to retain information for review and the client to receive the best customer service possible.

Legal Considerations:

So, what about privacy? There are laws in place at the Federal and State levels protecting individuals from having their privacy violated. The two most important considerations are to inform and to receive consent.

Most telephone recording systems inform the client before talking to the representative that the call may be or will be monitored or recorded. Many businesses also remind the customer about the recording policy once they are speaking with them person to person.

It is assumed that if they leave a message on a recorded line that, of course, their message is also recorded. The legislation in many states also allows for such recordings under the “one consent” law, meaning that only one of the parties needs to consent to the recording or that an established relationship with the person will legalize the recording.

It is important to note too, that if a person states they do not wish to be recorded during a live call, that request must be honored.

Benefits to Lawyers:

A law firm is the perfect example of a business which can take advantage of a telephone recording system. The information they provide and receive is often of the utmost importance for legal cases and other matters. Specific benefits of a recording system include the following:

• Cost reduction- A telephone recording system eliminates the need for an employee answering phones. If the firm employs a receptionist, it allows that person to greet in person clients and perform other tasks.
• Relevant information is given up front- A recorded phone service may provide information such as location, hours, and fees.
• Direct connection to a particular attorney- The phone system can be set up so the client is connected to the private line of their specific attorney, with the opportunity of leaving them a confidential message.
• Improved training- The ability to monitor calls or record them for future reflection, is an invaluable tool for learning and improving customer service skill.
• Tracking costs and trends- Many professional phone systems have the ability to categorize costs and report or even predict trends and future needs.
• Allowing VIP treatment to specific clients- Most professional phone systems allows for filtering, including giving high priority clients preferential treatment.

There are several systems on the market. The size of the firm and nature of the practice will help determine which system is the most effective.

Other Posts: Telephone Recording Software Companies