A business with a call center is one that has the potential to collect a lot of data. Call recording allows for businesses to make the conscious choice to collect the information that callers are willingly turning over to them. Some have tried to twist this into being a negative thing in some way, but that is just not the case.
The Principles Of Call Recording
Those who decide to record the calls that customers make into their business should have some principles to go by. If they want everything to be ethical and above the table, then it makes common sense to do the following:
- Inform employees and customers about what you are doing
- Use the data only in mass form
- Use the data for the betterment of the customer experience
These three things work in concert to make for good principles to stand by when recording phone calls.
Data Used In Mass Form
Some may be a little confused by what it means to use the data in mass form. This simply means that the information collected on the phone calls is not being used to target individual callers or single them out. Instead, the information is used to find trends within the entire public as a whole. That is the way in which callers will feel more comfortable about being recorded in the first place, and users of this technology gain more from it as well.
Improve Customer Service
Data gathered from phone calls should help to improve the quality of customer service being received by those who call. This is the only reason why phone calls should be recorded in the first place. It is being used to help those who are making the calls in the first place. Make sure that any data gathered is directed towards that purpose.
Contact us to learn more about how to make call tracking something that is much more acceptable and ethical.
