With recent research* highlighting how nearly one in five people (18%) worry about having their call recorded by a business when they phone a call centre, an industry expert is suggesting that companies make it clearer why conversations are recorded.
Sarah-Jane Heber-Hall from Kent-based telecommunications specialist ComputerTel (www.computertel.co.uk) comments: “Our study also showed that 14% of people do not understand why their calls are recorded, which suggests that either some companies are failing to advise their customers – breaching the Telecommunications Act of 1984 – or are doing so in such a way that they are not understood.
“As responsible providers of telecoms solutions, including call recording software, we are surprised that some businesses appear to be failing to comply with regulations, and are leaving customers feeling worried and vulnerable when calling a contact centre.”
Ms. Heber-Hall adds: “Having a call recorded should give a customer comfort in the knowledge that if, further down the line there are any concerns over what had been said, the call can be listened to. Not only that, call recording helps with training purposes, giving the customer an overall better experience.
“Companies who use call recording software need to make sure that their callers know that they are being recorded and that they understand why.”
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