#phonebusinessipleo
Calls recording
A supervised, advantageous and essential practice for businesses... Calls recording must be used in specific and justified cases! More information on this page.
Calls recording: for what purpose?
Indeed, calls recording allows you to optimize your exchanges, but also to secure your agents, in the event of disputes or disputes between a customer and a colleague.
This feature, accessible from our business telephony solution, can be a considerable source of information for you.
☝️
Obviously, this practice is legally regulated. It is important for your company to comply with the regulations put into force by the CNIL, to inform your agents and your callers and to have their approval in order to take full advantage of the advantages of telephone recordings.
Remember to inform your employees as well as your customers.
Regarding the callers
- They must be warned of the recording of their conversations and informed of the reasons for this approach, from the start of the call
- They have the right to accept or refuse the recording, giving them one or more alternatives: oral response, pressing a button, etc.
Thus, you can inform your interlocutor using an interactive voice server (IVR) or a pre-hooked, configurable from Sipleo.
Calls recording concerning employees
- They must be informed that any conversations they have or are being recorded.
- They must be made aware of the telephone recording periods as well as the individual feedback that may follow.
It is necessary to communicate explicitly on the purpose of recording calls, as well as the terms of access to these recordings.
What are the different calls recording options with Sipleo?
Thanks to the business telephony solution, Sipleo, you can record:
Overall or by tracking calls
From SipleoAssist
Depending on the line and origin of the call
A call in real time
By setting the duration of recorded conversations
What are the benefits of calls recording?
Calls recording can help you gain essential information about your business and activity:
Better train teams
Many call centers use telephone recording to improve reception techniques. Training for switchboard operators, secretaries and other telephone professionals can be reviewed and corrected, thanks to the study of call recordings.
Ensure the quality of telephone reception
Companies are constantly seeking to optimize and improve their customer relationships. In fact, this mainly involves telephone reception. Thanks to recordings of telephone conversations on Sipleo, companies can improve the customer experience and their brand image.
Trace a phone call
In the event of disputes, your company can justify and prove the handling of the call and what may have been said to the customer. As part of your activity, your company's liability is protected if it is involved. Thanks to the Sipleo telephony solution, you can provide proof during appeals or complaints (verification of terms used verbally to the customer, etc.).
When is calls recording essential?
Certain activities (called sensitive) require the recording of all calls.
Cash transportation
Emergency subcontractor
(Ambulances)
Firefighters
Police services
What are the conditions and regulations regarding the recording and listening of calls?
Telephone calls can therefore be recorded occasionally or permanently. You can set up a calls recording system, as part of:
- Training your employees
- Evaluating your employees
- Improving the quality of service
- Proof of the establishment of a contract or the completion of a transaction (in certain cases)
Regulations for insurance and monetary order leaders
With regard to insurance and monetary order leaders, several regulations govern and require the recording of calls. To find out more, I invite you to read the articles and decrees below.
Conditions for storing and listening to recordings
The retention of recordings of telephone calls must not exceed 6 months, in the event that there is no text imposing a specific deadline or particular justification.
To find out more about listening to and recording calls in your workplace, go to the CNIL.
We also give you more information in our article “GDPR and call recording: what are the laws?”
Improve your telephone switchboard!
Questions about how call recordings work?
