There are countless use cases for businesses recording calls with their customers, such as quality assurance, dispute resolution, order verification, compliance and so on. What you don’t see much, however, is the practice of customers (e.g. small businesses) recording calls themselves when interacting with businesses, like their internet provider or bank.
In this age of high customer service expectation, checks and balances can go both ways. It’s not enough for just businesses to record calls anymore. Customers should consider recording important interactions as well. It’s the logical next step in terms of service accountability.
Have you ever tried to obtain a recording of an interaction with your mobile phone provider? It’s impossible. Sure, they say “This call may be recorded for quality assurance purposes,” but they don’t make recordings available to customers. And, only they get to decide if their customers received a high level of service. The call recordings are archived to protect their own interests – not yours. By recording the call on your end as well, the tables are flipped. Your interests are now also protected as well.
Just the other day, I was on the phone with a Fortune 100 company, and a discrepancy arose in terms of what was said/promised on a previous call. When I asked for a copy of the recording, the agent snapped back, “We don’t give customers our recordings.” Needless to say, I was even more unhappy at that point, and the company has surely lost my business for life.
Here is something to try. Next time you’re on the phone with a customer service agent, right after the phrase “This call may be recorded for quality assurance purposes,” say the following and then follow through: “This call is also being recorded by me for my purposes.” What you’ll experience next is likely two-fold: a surprised reaction from the agent, followed by royal treatment. It works. I’ve tried it. It’s amazing how well you are treated once the agent realizes you are recording him/her.
If you choose to start recording your interactions, all you need is an easy-to-install, affordable interaction recorder. Whether you are using a landline, mobile phone or even an online unified communications service like Skype for Business, your calls can be captured and stored for later playback if necessary.
Click here for a free trial of our Skype for Business Client-Side Recorder, which enables you to record your interactions and store the recordings wherever you choose.