The UC landscape is constantly reshaping itself. New communication technologies are being introduced faster than the light of speed. Work practices have changed. People communicate in vastly different methods than they used to a century ago. Call service, whether voice or video is like a staple to cloud based unified communications; the latest in communication technology trends.
Every single call is information in itself. And as technology permits it, companies definitely try keeping this information traceable with call recording service. How convenient it is to have a record of who said what and when! The call record is stored in universal formats in unified communications cloud data centers. They can be revisited through your call recording vendor application.
WHAT HAVE CONTRIBUTED TO GROWTH OF CALL RECORDING SERVICE?
Increasingly businesses are focusing on customer loyalty and satisfaction. The concept has given birth to designated customer service departments. These constantly come across customers via phones. As contact center solutions rise in popularity, so does the use of telephony in business. The need to train the contact center staff encourages more call monitoring and recording.
A prime growth factor is globalization. Companies now operate in multiple countries and cities. Dispersed workforce uses telephones the most despite other methods like emails. Again, call recording service is used to monitor employee co-ordination. This is not because you mistrust them. It simply offers valuable business insights and future dispute resolution.
WHY WE USE CALL RECORDING SERVICE?
For all unified business communications, Call record is essentially evidence. It can be used to prove that a said business transaction has actually occurred or not. Call Records are usually monitored to determine compliance with industry standards and rules and regulations. They can also verify that Quality Assurance has been practiced and standard procedures have been followed.
Many national agencies use this service in name of national interest. Telephones of suspected criminals have long been tapped. This ensures timely crime prevention. In light of increasing use of VoIP telephony, UK government has allotted special VoIP recording equipments to these agencies. With recent developments, you can have landline and VoIP call records with a single system.
IS IT LEGAL AND ETHICAL TO RECORD CALLS?
There are many Acts governing Call recording. The primary UK legislations involved are Telecommunications (Data Protection and Privacy) Regulations 1999, Telecommunications (Lawful Business Practice)(Interception of Communications) Regulations 2000 , Data Protection Act 1998, Human Rights Act 1998 and Regulation of Investigatory Powers Act 2000 (“RIPA”).
As per legislations, if all parties involved in the call are aware of call recording, it is legal and ethical. For this purpose, callers are advised through auto IVR that the call is being recorded. Businesses that operate under FCA must necessarily record their calls. However, UK laws prohibit third party (like competitors) interception of VoIP calling services or landline calls.