Having your call recorded should be seen as a positive says ComputerTel
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 telecommunications specialist ComputerTel 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.”
The survey also revealed that:
- customers in the 50-59 age group are the most concerned about having their calls recorded;
- 22% of those questioned said that when they were advised that their phone call was being recorded, they put the phone down and tried another communication method, such as email;
- male callers were 10% more likely to end a call if they know it is being recorded, compared to female callers;
- 6% of respondents said they have had to have a recording used, following a complaint or other issue.
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.”
ComputerTel have produced a White Paper entitled: Call Recording Law in the UK, which is designed to help businesses make call recording more customer friendly. It is available, free of charge by visiting this link: http://www.computertel.co.uk/wp-content/uploads/2013/05/Call-Recording-Law-in-the-UK-updated-2013.pdf
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*Independent research carried out on behalf of ComputerTel May 2013 by Usurv
Contact:
Sarah-Jane Heber-Hall, Director, ComputerTel. Call: 01474 561 111 or email: sarahjane@computertel.co.uk
Stella Hulott, Speedie PR. Call: 01843 831088 or email: stella.hulott@speediepr.co.uk.
About ComputerTel:
ComputerTel Ltd. is a telecommunications specialist, established since November 1988. We offer advice, expertise and quality tailored solutions for call recording and agent evaluation systems across the UK. Our solutions are capable of being integrated with leading telephone systems, call loggers and CRM solutions. We also integrate with speech analytics solutions, to provide state of the art, fully functional telecommunications devises to help record, monitor, measure and impartially report back corporate performance and customer service standards.
We have won awards for our efforts in Customer Service and take pride in our ability to go beyond client expectations to offer exceptional customer care, throughout every department at ComputerTel.
We also offer nationwide installation, project management, maintenance, user training and customer support with offices based in Kent and Manchester and through our field service teams located in Lancashire, Greater Manchester, Kent and Northamptonshire.
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