Call Monitoring and Call Recording in Call Centers
“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.
Customer support
Call center software
Terms and Conditions, GDPR and Mandatory Documents: Be Ready for Your First Clients
As an independent secretary, you have created your business plan, chosen your legal status and completed all the required steps, but have you thought about the administrative documents you must provide to your clients? You have probably already heard about them. In this article, we will talk about Terms and Conditions (CGV) and GDPR.
What Are Terms and Conditions (CGV)?
The Terms and Conditions (CGV) are a document whose main purpose is to define the contractual relationship between a professional and their clients. They must be provided to any client who requests them, and if the client does not request them, their communication is not mandatory. However, they must appear in contractual documents (order forms, quotes, contracts) and promotional materials. Failing to do so may result in sanctions.
CGV inform clients (both consumers and professionals) of the conditions before any transaction and form the basis for negotiation between the two parties.
The format of the CGV is not regulated by law, but they must be presented in writing and signed by the client. For online service providers, the law requires that the CGV can be downloaded and printed.
Important: CGV must be adapted to the professional’s specific activity. Terms and Conditions for the sale of goods will not be the same as those for service provision.
CGV primarily aim to inform the client, but their importance differs depending on whether the professional is dealing with a consumer or another professional. In B2B relations, CGV specify pricing methods and conditions, helping avoid disputes during contract execution.
Would you like to optimise your telephone prospecting ?
How to Write Effective Terms and Conditions?
Writing CGV is challenging when you’re just starting out. Many new entrepreneurs are not comfortable with legal terminology and sometimes copy CGV from other websites.
Warning: Copying CGV from another website exposes you to legal risks and may be considered copyright infringement. It is better to use a customizable template.
To help you avoid problems and make the process easier, here are some good practices. Please note that the information in this article is indicative and does not replace legal advice.
Mandatory Clauses in Your CGV and Service Agreements
Your Terms and Conditions must include:
Your identity and contact details
The main characteristics of the service
Unit prices, pricing methods or a detailed quote
Payment terms, deadlines, late penalties and indemnities
Possible discounts and applicable conditions
Service delivery deadlines
Dispute resolution procedures
Right of withdrawal conditions (Hamon Law grants consumers a 14-day withdrawal period for online services)
Note: You may use different CGV for different categories of clients (wholesalers, retailers…).
CGV vs Service Contract: What’s the Difference?
CGV provide a general framework that applies by default.
The service contract becomes essential when specific arrangements deviate from the CGV.
A contract allows you to modify or supplement the CGV depending on the needs of a particular mission.
As a service provider, you must specify in the contract that contract terms prevail over the CGV.
Example: Change in service pricing, delivery deadlines or payment terms.
You can find an example of a service agreement template here.
What Is GDPR?
GDPR stands for General Data Protection Regulation. It regulates the processing of personal data within EU member states since May 25, 2018. It harmonizes rules across Europe and provides a single legal framework for professionals. Every business must comply, from large corporations to freelancers.
You hear about personal data all the time, but do you really know what it means?
The CNIL defines personal data as “any information relating to an identified or identifiable individual.”
As an independent secretary, you handle many personal data items (name, address, email…). You must be able to prove how you use them.
Personal data must be:
Processed lawfully, fairly and transparently
Collected for specific, explicit and legitimate purposes
Stored only for the necessary duration
Protected with appropriate security measures against unauthorized access or misuse
How to Write Your GDPR Documentation?
1. Appoint a Data Protection Lead (DPO)
Appointing a Data Protection Officer is recommended, but not mandatory.
When you work independently, you simply become your own DPO.
2. Create a Data Inventory
To comply with the regulation, you must list all personal data processing activities you perform. Include all departments collecting data: sales, HR, communication, etc. Organize the data by purpose or retention period.
3. Prioritize Your Actions
Based on the inventory, define your action plan.
Key reminders:
Stop collecting data that is not necessary
Define how users can exercise their rights (access, correction, portability, withdrawal of consent…)
Ensure your subcontractors comply with GDPR
Review stored data and plan deletion deadlines
Be especially careful when processing:
Health or sexual orientation data
Criminal or legal records
Minors’ data
Data transferred outside the EU
4. Risk Management
Once your data and risks are identified, you must create a Data Protection Impact Assessment (DPIA).
A DPIA includes:
A description of the processing and its purpose
An evaluation of the necessity and proportionality of the processing
An assessment of risks for the individuals
Measures to mitigate those risks
The CNIL provides guidelines, tools and a dedicated PIA software to help carry out DPIAs.
You must also ensure your partners and subcontract
5. Document Your Compliance
You must document everything proving that data is stored and processed securely.
This includes:
Secure servers
Data encryption
Access control
Audit trails
Data backup procedures
You must also ensure your partners and subcontract
Cold calling in call centers: how can agents reach their targets?
In the digital age, many believe telemarketing is outdated or ineffective which is completely false. In reality, cold calling remains a solid lead generation channel. In 2022, telemarketing is still a key driver for business development.
Why You Should Create a Telemarketing Call Script
Some believe a call script is unnecessary, but it is a powerful tool.
A script helps you structure your commercial argument, stay focused and avoid getting lost when a call becomes challenging. It evolves over time thanks to team feedback, and helps maintain consistency across all agents.
A script is not meant to turn agents into robots. It provides a framework a structured path while allowing flexibility.
Typical stages of a cold call
• Introduction
• Qualification questions to understand the prospect
• Presentation of your offer
• Handling objections
• Closing and call-to-action
Prepare for Objections Your Prospects Will Have Some
List the most common objections you encounter and prepare your responses in advance.
This prevents you from being caught off guard and allows you to answer confidently.
Ubicentrex offers a powerful and flexible call script module
It adapts to every scenario.
Example: managing long-term appointments
• Confirmation email sent when the appointment is booked
• SMS reminder one week before
• SMS reminder the day before
• Satisfaction survey email two days after
You can find the full documentation here.
Optimize Your Telemarketing: Key Features Your Call Center Must Have
Telemarketing tools usually include three dialing modes:
1. Preview Mode
Displays the contact sheet before the call is made.
Agents can prepare, but may waste time if the contact doesn’t answer.
2. Progressive Mode
When the agent becomes available, the system automatically dials the number while loading the contact sheet.
The agent only has a few seconds to get ready.
3. Predictive Mode
Uses algorithms to predict when a prospect is likely to answer the phone.
It places several calls simultaneously so agents are always connected at the right time.
Huge boost for productivity and conversions.
Click-to-Call to Facilitate Outbound Calls
Click-to-call allows agents to initiate calls directly from the interface by clicking a phone number.
Benefits:
• No manual dialing
• Saves time
• Eliminates mistyped numbers
• Supports instant, direct marketing actions
Call Recording
This is extremely useful for:
• Training new hires
• Quality control
• Improving scripts
Statistics and Performance Tracking
Your software must allow you to track key metrics:
• Average talk time
• Number of calls handled
• Conversion rate
Ubicentrex allows you to build fully customizable dashboards:
• Graphs
• Filters by agent or call group
• Complete export options
All essential to measure and improve your telemarketing performance.
Independent Secretary: What You Absolutely Need to Know
The administrative support market is undergoing major changes. More and more companies across all industries are choosing to outsource their administrative tasks. Hiring an independent secretary is a real asset for a business, offering both time savings and reduced costs. It is a profession with strong potential and a promising future.
Independent Secretary: Discover the Role
The Missions of a Virtual Secretary
Thanks to modern digital tools, independent secretaries can now handle a wide range of tasks. Some are simple and repetitive, while others require greater expertise. These tasks can be performed remotely via the cloud, a dedicated CRM, or onsite.
Here’s an overview of the most common responsibilities of an independent secretary.
Call handling and customer service
Virtual secretaries often manage incoming calls for after-sales service or technical support. They become the voice of the company, so knowing the product or service is essential to provide accurate, helpful answers.
Appointment scheduling
A classic task, but one that requires composure, patience and adaptability when dealing with demanding customers. It also requires agility to propose alternative solutions quickly.
Invoicing and overdue payment follow-up
This is particularly requested by start-ups and small companies. With limited time and resources, outsourced billing follow-up becomes a key asset.
HR support
This can include screening résumés, contacting candidates for interviews, sending interview briefs, or communicating responses to candidates.
This list is a snapshot of what independent secretaries can offer. Tasks vary depending on their skills and specializations.
Fundamentals of the Profession
Hard Skills You Must Master
The term “hard skills” refers to technical abilities typically listed in the skills section of a CV. Becoming an independent secretary technically requires no formal diploma. However, candidates can validate prior experience (VAE) to reassure potential clients.
Training in administrative management and secretarial work is strongly recommended to strengthen credibility and demonstrate real expertise.
Key expected skills include
• Mastery of office software
• Strong telephone and in-person reception skills
• Ability to manage emergencies
• Ability to report on completed tasks
Soft Skills You Must Have
Soft skills refer to behavioral competencies often developed outside formal education. Independent secretaries must demonstrate:
Flexibility and versatility
Given the variety of tasks, adaptability is essential. Topics and contexts can change from one moment to the next.
Strong organizational skills
Good organization improves stress management, respects deadlines and ensures clear communication.
Excellent interpersonal skills
You must know how to adjust tone, vocabulary and communication style depending on the person you’re speaking to. Remember that you represent your client’s business.
Autonomy
Being independent means solving problems without constantly relying on others. This is crucial for efficiency and stress management.
Essential Tools for Virtual Secretaries
Technology and Equipment
Contrary to common belief, becoming an independent secretary is not entirely free of investment. While costs are reasonable, certain equipment is essential:
A computer
Preferably a laptop if you plan to work onsite occasionally. The required performance depends on the software you use.
A comfortable office chair
It prevents long-term health issues. (We wrote an ergonomic guide about this!)
High-speed internet
Call quality relies heavily on your connection.
A good microphone and headset
Since you’ll spend hours on calls, comfort is crucial. A wireless headset is ideal to allow movement and note-taking.
USB keys or external drives
To save and secure your data.
A High-Performance Call Management Software
The primary criterion when choosing call center software is how well it fits your needs. More advanced than a standard business telephony system, a call-handling platform allows you to manage inbound and outbound calls, schedule appointments and optimize productivity.
Instant Messaging
An instant messaging channel streamlines internal communication and information transfer. It may also include light file sharing.
Powerful Statistical Tools
A complete analytics module allows you to dive into detailed call data and performance metrics. You can filter by user or call group and generate custom reports.
A supervision interface provides a real-time overview of all key indicators.
All statistics can be exported to justify activity to clients.
Contact Pop-Up (Caller Identification)
Retrieve detailed information about the caller before picking up. This feature helps personalize the call and improve customer satisfaction.
Call Center Agents and Sedentary Work: How to Reduce the Risks
The rise of new technologies and digital tools has drastically changed the way we work.
Sitting for hours, eyes fixed on a screen do call center agents suffer from excessive sedentary behavior?
What Is Sedentary Work?
First, it’s essential to distinguish sedentary behavior from physical inactivity.
A person is considered sedentary when they spend at least seven hours per day sitting.
According to the French National Observatory for Physical Activity and Sedentarity (ONAPS), call center agents remain seated for an estimated twelve hours on a workday and nine hours on a day off.
Health Risks Associated With Sedentary Behavior
Sedentary behavior is a major public health issue. According to the WHO, lack of physical activity is the fourth leading risk factor for death worldwide.
Its harmful effects increase the risk of
• diabetes
• high blood pressure
• cardiovascular diseases
• obesity
How to Reduce Sedentary Behavior in a Call Center
Several small actions can make a real difference to your health.
Between calls, agents take breaks what if you encouraged them to stand up during those breaks?
Any excuse to get off the chair is beneficial:
• take the stairs instead of the elevator
• walk across the hall instead of calling a colleague
• move regularly between calls
To stay in good shape, the WHO recommends 10,000 steps per day.
Call Center Equipment
Providing your agents with wireless headsets can also help.
They allow agents to continue handling calls while moving around.
According to a YouGov study, the results speak for themselves
75 percent of wireless headset users report taking more calls.
Ubicentrex recommends Sennheiser headsets, used by our own teams, along with IP telephony.
“A good worker needs good tools.”
Office layout and furniture choices are also central issues.
Standing desks, for example, allow agents to alternate between sitting and standing, reducing time spent seated and preventing back problems while improving concentration and performance.
Workplace Ergonomics: Maintaining Good Posture
Call center agents spend the day sitting but also facing a screen.
Screen, keyboard and chair adjustments have a significant impact on health.
How to adjust your chair properly
Choose a chair with
• adjustable height and tilt
• a seat that does not press under the thighs or behind the knees
• a front edge that curves downward
• waterproof, breathable, non-slip upholstery
• lumbar support
• a five-point base
• wheels adapted to your floor
• armrests adjusted to elbow height
Comment bien ajuster son fauteuil.
If you cannot adjust your desk height, adjust your chair instead.
The simplest way to find the right height
• stand in front of the chair
• adjust the seat so it reaches just below your knees
Then position your arms and feet properly
• forearms horizontal
• elbows bent at 90°
• shoulders relaxed
• feet flat on the floor (use a footrest if needed)
Workstation Layout
The arrangement of your equipment (keyboard, mouse, screen) makes all the difference.
A poorly positioned screen forces the user into awkward posture, causing
• musculoskeletal disorders
• eye strain
• headaches
Screen height should be at or slightly below eye level.
Slightly tilt the screen to reduce glare.
Distance matters
Place the screen at arm’s length without touching it.
Keyboard and mouse should be 10 to 15 cm from the edge of the desk and aligned to avoid twisting your body.
Small tip
Don’t leave your hand resting on the mouse in click position when not needed.
Stretching Exercises Every Call Center Agent Should Know
A healthy workspace may not be enough. It is also recommended to perform regular stretching exercises.
You can find a short video produced by SIST summarizing simple daily stretches for screen-based work.