“We inform you that this call may be recorded.”
Who hasn’t heard this message before speaking to a call center agent?
Call recording solutions have become widespread thanks to the growth of IP telephony systems, allowing organizations to keep a trace of all telephone conversations.
What is the legal framework for call recording?
How should recordings be used?
How long can they be kept?
Here’s what you need to know.
Why Record Telephone Calls?
A powerful training tool for call center agents
New agents, new products or updated procedures?
Call recording is a highly effective training tool. It accelerates skills development and improves call quality.
Recorded calls are full of insights.
Replaying them helps identify mistakes, weaknesses in the sales pitch, tone-of-voice issues and areas for improvement across the entire process.
Double-listening allows supervisors to monitor individual performance and ensure the overall quality of the call center. You can run efficient training or coaching sessions by listening to calls in real time.
From the real-time dashboard, you can access any ongoing call. With one click, you can listen discreetly without the customer or the agent knowing.
Monitoring Features for Call Center Supervisors
Recording telephone calls is an excellent way to evaluate your agents. It allows you to quickly and effectively analyze their responses, detect weaknesses in their commercial approach and refine your scripts.
Replaying recorded calls improves training and enhances your sales pitch, which ultimately strengthens customer experience.
Combined with performance statistics, call recording contributes to better service quality.
Call recordings can also be useful when handling disputes. In case of a complaint, especially if your company’s legal responsibility is involved, you can provide a recording as evidence, which may be decisive in resolving the issue.
Legal Regulations for Call Recording
The French Data Protection Authority (CNIL) reminds us that a voice is considered personal data. It is unique to each individual, carries information and even emotion. As mentioned in a previous article, the protection of personal data must be taken seriously.
To comply with CNIL regulations, your call center software must allow you to define the recording rate of telephone calls.
Call recordings are lawful only if the parties have consented to one or several specific purposes:
The recording is necessary for performing a contract involving one of the parties
The recording is required to fulfill legal obligations
The recording is necessary to protect the legitimate interests of one or more parties
You must also inform your employees about the recording system.
Employees must know:
The existence of the device
The purpose of the recordings
The recipients of the recordings
The identity of the data controller (the DPO)
The retention period of the recordings
Call Recording with Ubicentrex, With Full Peace of Mind
Ubicentrex allows the recording of telephone communications for up to 6 months.
According to a recent CNIL decision, call recording in the workplace is permitted when recognized as necessary and may be used for training and evaluation purposes.
By default, internal call recording is enabled in Ubicentrex.
Calls between employees and prospects or clients can be recorded in compliance with applicable regulations.
The recording feature can only be configured by administrators from the personal dashboard.
We also provide an option allowing callers to choose whether they wish to be recorded or not.
For any questions or to learn more about Ubicentrex, feel free to contact our sales team.
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