Call Recording and Quality Management

Unlock a superior customer service experience with a complete suite of quality assurance tools.

Quickly capture, archive, organize and share voice recordings to ensure workforce optimization and uncover opportunities for growth. With UniVoIP’s Call Recording feature, call handling performance management and evaluation is made easy.

call-recording

Featured Benefits

  • Ensure Adherence to Policy and Procedures
  • Improve Risk Management
  • Increase Sales Conversions
  • Enhance Regulatory Compliance
  • Improve Customer Trust and Loyalty
  • Deliver Optimum Customer Experience

Improved Service Levels and Key Performance Indicators

With UniVoIP’s Call Recording feature, call handling performance management and evaluation is made easy. You are instantly enabled to review call-handling performance to ensure best practices are adhered to with each and every call.

Meeting State Requirements

Is call recording legal?

Answer: Please make sure that you meet requirements for your specific states.

THE REQUIREMENTS

Recording business telephone calls is a great idea, especially calls with customers. Call recording gives you the opportunity to capture relevant information for training and coaching, or to document any disputes. It’s also now easier than ever on a number of programs and apps. For example, UniVoIP’s call recording feature gives subscribers the ability to record phone calls and retrieve them through a web interface. It’s as easy as pushing a button on your telephone. However, recording phone calls without knowing the law can land you and your company in trouble.

Here are some things you need to know to make sure any recorded phone conversations are on the right side of the law.

CONSENT, CONSENT, CONSENT.

The Federal Government has a set of rules for call recording, as does each state. The FCC also has its own regulations for call recording. It can get confusing and complicated with all the legal jargon. One thing is clear however, the deciding factor for all three organizations in determining whether a call recording is legal comes down to one word – consent.

The Federal Government requires only one person (one-party) in a recorded conversation to give consent. State laws are more detailed and are described as “one-party” or “all-party” states. There are currently 12 states that require everyone on a recorded call to give consent.

Consent can be given by verbal notification. Usually, it’s in the form of a pre-recorded message at the beginning of a call. They are often used when calling a call center and sounds something like, “This call is being recorded for quality and training purposes.” Consent is also obtained through intermittent beeps. These specific beeps must be heard throughout the phone call and must go off every 15 minutes.

WHAT’S ‘ON THE LINE?’

In most cases you may record, film, broadcast or amplify any conversation when consent is given. If you are thinking about pressing the record button – make sure you follow Federal, State and FCC regulations.

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