Frequently Asked Questions

Why do I need call recording?

Call recording allows you to refer back whenever you need to – as you would with an email or a printed document. You can tag every telephone conversation so it’s easy to find at a later date by searching on different criteria such as date, agent name and customer reference if required.

Copies of call recordings can also be sent to colleagues if they are working on the same case, helping to minimise paperwork and meetings. Plus, you can also send them to customers, or to the ombudsman or regulatory authorities if requested.

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Do I have to tell my customers that I am recording the calls with them?

No, as long as the recording or monitoring is done for one of the below purposes the only obligation on businesses is to inform their own employees. If you want to record calls for any other purpose, such as market research, you will need to gain consent. The permitted purposes include:

  • To provide evidence of a business transaction
  • To ensure that a business complies with regulatory procedures
  • To see that quality standards or targets are being met in the interests of national security
  • To prevent or detect crime to investigate the unauthorised use of a telecom system
  • To secure the effective operation of the telecom system

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How is call recording affected by GDPR?

Call recording has always been subject to regulation under the DPA (Data Protection Act) and the Payment Card Industry Data Security Standard. With the introduction of GDPR you will require customer consent to record calls with certain exemptions.

It’s currently acceptable to record a call as long as a recorded or a written message informs the caller (for example on a website, or on correspondence). The GDPR makes an explicit requirement for an organisation to obtain the customer’s consent to record a call first unless any of the following apply:

  • Call recording is necessary for the performance of a contract with the subject or to take steps to enter into a contract
  • It is necessary for compliance with a legal obligation
  • It is necessary to protect the vital interests of a subject or another person
  • It is necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in the controller
  • Where call recording is necessary for the purposes of legitimate interests pursued by the controller or a third party, except where such interests are overridden by the interests, rights or freedoms of the data subject

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Where can I get call recording training?

We provide bespoke call recording training. We usually install your telephony and then allow around three weeks for your teams to get to grips with using it. Our call recording training begins at that point by which time there will probably be a number of questions that we can answer and discuss with you all to improve best practice.

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What is a PBX telephone system?

Private Branch Exchange or PBX is a private company telephone network. Users can communicate within their company and also externally, using different communication channels like Voice over IP (VOIP), ISDN or analogue.

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What is a hosted telephone system?

A hosted telephone system is located in the cloud rather than in an office. Users access the system through a standard handset or a softphone – a screen-based virtual phone with headset. Hosted telephony means no maintenance or upgrades as you might get with a PBX system.

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