Use case: resolving disputes

Protecting your business and your agents from unhappy customers and resolving disputes is essential today. Prove the establishment of a contract, the modification of information or the termination of a contract by telephone, with the recording of the calls.

Use cases regarding resolving disputes

In this example, we don't have a company name to give. Therefore, we will name the company in question Company A.

Company A works in the legal industry and regularly handles large contracts over the phone.

Sometimes customers contact Company A to make changes to certain contracts (information, clauses, formulas, etc.). Since these are sensitive changes and there is no written record, Company A has decided to record all calls. A fairly direct way to protect your employees and your reputation.

This is why call recording will be of capital importance here.

🔍 The use case

As previously mentioned, Company A works in the legal field and handles large contracts over the phone quite frequently.

To prevent possible disagreements and discontent and to protect its employees and its reputation, Company A records all incoming and outgoing telephone calls.

It has happened that a customer of the company reported a disagreement over certain terms of a contract and indicated that this was never mentioned over the phone. To verify the veracity of his comments as well as those of the employee, the company was able to listen to the recordings to resolve the dispute. Once the recording was listened to, the company manager was able to determine everyone’s responsibilities and make the necessary arrangements.

💡Compliance with regulations

In this story, it is of course essential to respect the regulations provided for in the context of call recordings. Indeed, Company A has an obligation to notify both the caller and employees that the calls are being recorded.

Concerning callers, the company must warn them of the recording of their conversations and inform them of the reasons for this approach, from the start of the call. Following these indications, the company must give the contact person the opportunity to accept or refuse the recording.

As for the agents, the company’s mission is to inform them that all conversations are recorded. She must also inform them of telephone recording periods as well as individual feedback if this is part of internal training.

⏳Conservation of wiretapping

As a general rule, recordings of telephone calls should not be kept for more than 6 months.

Under certain conditions, the duration may be longer than 6 months. On the other hand, this must be justified either by a text imposing a specific deadline, or in a precise manner.