The recording of conversations has specifications to be taken into account. Discover the benefits of using them in your company thanks to Fonvirtual.
Nowadays, many calls are made throughout the day in a company. With such a high volume of calls there are times when we do not dedicate the necessary time to each call to satisfy the client’s needs to the fullest. This is one of the advantages of having the possibility of recording conversations.
Below we can see other advantages of recording that can benefit our company:
- To give a better service to the client. By having the possibility of listening to the call at any time, we can offer a much more specialised service to the customer.
- Any relevant information from the call. We can return to it whenever we need it.
- In the event of any type of confusion or error, we can always listen to the recording of conversations again and be able to resolve it in the most efficient way.
- Improve agent training. A supervisor can listen to the calls again to see the points where you are weak and thus be able to correct you and have more correct training.
- In the case that a verbal agreement or contract is concluded, all aspects can be recorded.
Is it legal to make a recording calls?
The legality of recording of conversations depends on a few factors. One of these is the location where such recordings of conversations are made. If these recordings are made in a private location, we would need to have the permission or consent of the owner to make them legal.
If, on the other hand, these recordings are made in a public place, we will have to see if we meet a number of other requirements in order to make the recording of conversations legal.
The other requirements we must meet are:
- The person making the recording must actively participate in the conversation. It cannot be a third party who makes the recording, as this would violate the right to secrecy of communications.
- For the recording of conversations to be legal, it is necessary that there is no deception prior to the call.
- The purpose of the recording is important to verify its legality. If such a recording is to be used by third parties for purposes other than private or judicial use, it will be illegal. On the other hand, if the recording of conversations is made by a person involved in the call and used for private purposes, and there is no disclosure if it would be legal.
Therefore, as long as a call is made in a public space, the person recording is actively participating in it, and there is no coercion by the person making the recording of conversations, it is legal to make the recording.
Recording of conversations and RGPD
We have talked about recording of conversations at a private level, but what about at a commercial level? Is that legal too?
Indeed, the recording is legal, although in this case it has a few more requirements than for personal calls.
Due to the new RGPD (General Data Protection Regulation) which affects all companies operating in European territory from 25 May 2018.
In the case of recording business conversations, we have to take several points into account.
Firstly, the client must know if he is going to be recorded, and give his consent. The most normal way, and what we do at Fonvirtual, is a voice-over at the beginning of the call where we inform the client that the call can be recorded and the client accepts these conditions.
With regard to the storage and use of data, the client must know at all times who has access to this data and for what purposes it is used.
Apart from these requirements the customer also has a number of rights:
- Access: The customer has the right to obtain information relevant to data processing. (purpose, transfers, conservation…)
- Rectification: You have the right to make any changes to the data that are stored and that correspond to you as the owner.
- Cancellation: You can request the deletion of the data at any time.
- Portability: You have the possibility to ask for a copy of the processing of your data. As long as it is possible and does not negatively affect a third party, or is in the public interest.
- Opposition: The right not to have the client’s data processed.
- Limitation: You may limit the processing of the data.
Recording conversations has some very attractive benefits for your company. Improving the quality of customer service, having access to important data, or a copy of a verbal contract, etc. We have seen the requirements that are necessary for recording, both in private and professional environments
And finally the rights that the client has in the recording of conversations with the new data protection regulation.
We invite you to find out more about call recording and the different functions of a virtual switchboard, including recording.