Your call may be recorded for training and quality assurance purposes. Most people have heard that notification at least once when calling a business in Australia. A PABX phone system is equipped with many features and options, including call recording software for incoming and outgoing calls from your business line.
Consumers may find it annoying – or reassuring – that their calls are monitored by someone to ensure they are treated with the respect they deserve. Of course, that goes both ways. Some businesses can use call recording software to make sure their employees are not abused by customers. The applications for use are endless.
Benefits of using call recording software for businesses
Call recording software for businesses has many advantages beyond simply monitoring for quality assurance and training purposes. Here are some other reasons businesses may wish to consider including call recording software in their business phone plans.
- Product or service insights. Listening to interactions between customer service representatives and customers can provide valuable insight on product or service improvements.
- Ensuring regulatory compliance. Businesses are required to follow federal regulations for conducting business via the telephone. Recording calls provides management with the ability to detect and correct any regulatory oversights before they lead to fines or other punishment.
- Preventing legal disputes. Businesses with access to recorded interactions between customer service representatives and consumers can find the electronic data useful if they face legal disputes with customers or clients.
Business call recording laws Australia
If you are wondering if business call recording is legal in Australia, the answer is yes. There is one stipulation. The other party must be notified, in advance, that they are being recorded. This provides callers with the opportunity to make an informed decision about whether they wish to continue the conversation, knowing it is recorded.
Callers must also be given options if they do not wish to be recorded. One alternative is to offer to transfer callers to a non-recording line. Not all businesses make this a possibility. Some businesses that use call recording software to monitor employee performance only leave customers with one option if they do not wish to be recorded: hang up. Consumers who continue the call after hearing the advance notification of a recorded call are giving implied consent for the recording.
Recording callers without their consent in Australia
Recording callers without their consent can land your business in hot water. The Telecommunications Interception and Access Act (1979) makes it illegal to listen in on a live phone call or to a call recording without the permission of one or both parties. In addition to the federal legislation, the Australian government permits each state to set its own call recording laws. Businesses must familiarize themselves with the call recording laws for their states before making any decisions about the notification process. Choosing to use call recording software for businesses without first examining your state’s laws is a risky endeavour that we do not recommend. Our business call systems specialists can discuss your options for call recording software and suggested protocol.
Office phone systems for recording calls
Both traditional office phone systems and cloud-based technology provide features for call recording. Businesses can choose which option works best with their overall business needs. Our most popular business phone systems help you build a better customer service experience with call recording software. Businesses can save their recorded conversations in a digital audio file format for later use.
Call recording software for businesses
Call recording for business is easier when you choose a telco provider that offers call recording software for businesses. Our knowledgeable business phone system technicians can review all available options and features before you buy. Phone us on 1300 020 402 or send us an online enquiry and a member of our team will be in touch.