I am curious about recording incoming, and outgoing, telephone calls with clients.
Do you warn that incoming calls are recorded? This seems to be required if you want to use the recordings for certain purposes.
Do you attempt to get the callers permission, or is it implied?
Do you not bother warning about the calls being recorded? The legislation seems to say that you can record calls without warnings, for internal use only (providing you have your staffs permission). Is there any point to this?
If calls are used for internal purposes only, does this prevent you from playing it back to the caller so as to settle a disagreement, or potential dispute?
Most importantly, does it deter existing (or potential) clients from calling, or continuing the call?
If you call a client, and warn them the call will be recorded, do they refuse to take the call?
I like the idea of recording calls, as it could potentially stop disagreements over what was said, and provide defence against some dodgy sales calls (you know, the ones where you promised to buy expensive advertising space 6 months ago!), but I wonder just how useful it really is, and if it would cause clients to have a lack of confidence, or to feel they have to be 'on guard' about what they say.
Is it worth recording just the calls, or do you record meetings too?
Or, is it just not worth the effort and expense?
I would appreciate any thoughts on this.