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Does anyone record client telephone calls?

Does anyone record client telephone calls?

Didn't find your answer?

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.

Replies (38)

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By BKD
16th Aug 2011 20:24

No need

Personally - I have never seen the need, and long may that continue. One of the cornerstones of our relationships with our clients is trust, and I am convinced that the introduction of tape-recorded conversations would only serve to weaken that trust.

And in the case of clients that already believe that thier adviser works for HMRC, it might also be seen as a further step in the wrong direction.

But in the right circumstances, and practices with particularly troublesome clients, I am sure that it has its place. As far as I am concerned, whenever I think there is danger of a client 'forgetting' or misconstruing what was said, they are always presented with a written note of the telephone conversation or meeting, "for their own records", and asked to confirm that they are in agreement with it. It's served us well enough for decades, and I see no reason to change now.

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By memyself-eye
16th Aug 2011 20:37

NO

We are not yet in 1984.

 

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By Albert Camus
16th Aug 2011 21:04

Recording calls

To the very core of my being I wish I had recorded one call in particular.

To those of you who know of my history, all of my troubles can be traced back to one call between one difficult client and one of my staff.

The client hadn't declared income to HMRC. The staff member advised them that they needed to declare the income and asked if they wanted to make the declaration. The client replied "do what you have to do". This was documented by contemporaneous hand written notes and later typed file notes.

The staff member made the disclosure.

The by now former client didn't like that they now had a tax bill.

First they complained to the ICAEW about my bill.

Then about my management of their accounts

Then about "my attitude"

Then about unconnected advice I had given them (which saved them from spending a fortune on acquiring a business they knew nothing about)

Then about another bill

Then about my staff member...

...and then about the disclosure to HMRC.

In the meantime, the ICAEW had practically moved in with me and were investigating everything I had ever done.

The stress of this, the burden of 600 clients, 12 staff, a 12th hour aborted merger with a national firm (due to "central issues they could not discuss") , a cashflow crisis and then dealing with two staff who had stolen £16k from me (by changing the name on the PAYE cheques and paying them to themselves before hot tailing it back to their native New Zealand) drove me to the point of mania, attempted suicide and a section.

Before hitting the mania and the suicide, the ICAEW hauled me in front of a disciplinary board for unprofessional conduct and disclosing confidential tax info with authority.

Yup, you guessed it, Mr Awkward Client now denied all knowledge that he had ever given permission to my staff member to disclosure the income to HMRC and claimed at the disciplinary that I had "fraudulently made up the income to get him into trouble"

My barrister was crap. He had read nothing of the bundle that my solicitor had prepared and instead of concentrating on the technicalities of the income, the rule book, what my staff member had said and done and that the former client was a lying weasel, he instead tried to argue what a jolly good egg I usually was and that all of this was a storm in a teacup.

In so doing, he bullshitted his way through, got his facts substantially wrong and not only landed me with the single largest fine then given to an individual and a 2 year ban, he also got me another investigation into my background, life and qualifications... (and no, I can’t sue him, I have made every enquiry I can about it over the last 4 years)

Which brings me back to the mania and the suicide attempt that came between this and the second hearing for the barrister’s incompetence.

Of course, if I had recorded the call, I could have avoided all of this and I would today be one of the most successful young accountants in the UK (for I had in the meantime taken over a £3mill practice as the majority shareholder), rather than a bankrupt unqualified who is starting his life again with a very big stain on his CV.

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By ShirleyM
16th Aug 2011 21:34

Hindsight

Albert, I knew part of your story, but not the whole thing. It sounds as though you met the wrong type of people, who took advantage of you, and the situation.

Hindsight is a wonderful thing, and had you known how unreliable and deceitful the client was, you could have obtained written approval for the disclosure.

I, too, tend to be too trusting, and I have been blamed more than once by clients for their own failings, and ripped off a few times by suppliers. Fortunately, there have been no disastrous consequences, but it has made me very cautious, and I do nothing without written client approval.

If only we could see into the future, we would do things differently, and not give trust to those who don't deserve it.

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By BKD
16th Aug 2011 21:46

As you say, Shirley

Hindsight is a wonderful thing. Digressing somewhat form the main point, but picking up on Albert's case,  I have only once (as far as I can recall) been in the position of having to advise a client to make a disclosure of undeclared income. In that case, as I would do again, I made sure that it was the client that signed the letter of disclosure. Of course, you will still find particularly vindictive clients that would claim that they didn't know what they were signing and did so only because they were instructed to do so by their accountant. Thankfully, those individuals are few and far between and it seems that Albert was most unfortunate to have encountered one of them. (Though it seems like our friend Top_Cat has met another!)

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By Trevor Scott
16th Aug 2011 21:55

Record everything

I think it was a certain Dragon, or was it a cat, who once commented that it was unprofessional to refrain from recording communications with HMRC; I agree!

 

If you inform HMRC Officers that you're recording then obviously you won't record them making inappropriate comments.

 

In respect of clients, pop it into the engagement letter but only disclose such recordings if they try to sue you.

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Replying to John Stokdyk:
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By BKD
17th Aug 2011 08:19

Professionalism

Trevor Scott wrote:

I think it was a certain Dragon, or was it a cat, who once commented that it was unprofessional to refrain from recording communications with HMRC; I agree!

 

If you inform HMRC Officers that you're recording then obviously you won't record them making inappropriate comments.

 

In respect of clients, pop it into the engagement letter but only disclose such recordings if they try to sue you.

I would take excpetion at any suggestion that I am being less then professional in not recording conversations. It has nothing to do with professionalism.

It could be argued that "popping" it into the engagement letter might be less than professional - some clients will read every word of an engagement letter 3 times - forwards, backwards and upside down, most will turn to the sugning apge and hand it back.

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By Top_Cat
16th Aug 2011 22:42

Personally I think it's extremely foolish not to record all conv

Make sure you have a system that is switchable - we would rarely record a client unless we expected trouble, which fortunately is rare.  However we record every conversation with HMRC and it has proved invaluable on many occasions.

There is absolutely no requirement to inform HMRC that you are recording them as HMRC themselves record all calls so their staff know they may be recorded. All you are doing is making your own duplicate copy which is totally admissable in court.

It is amazing how HMRC's own recordings so conveniently go missing (always when they prove HMRC wrong) so really you are doing them a favour :).

As regards face to face meetings with HMRC we ALWAYS slap a tape recorder on the desk. HMRC dont like it, but they cannot stop you, and very often you end up with a recording of an officer terminating a meeting because he refuses to have it recorded.  This has two effects. First he has lost his opportunity for a meeting because you can quite reasonably refuse to have another. Secondly I have played such tapes to more than one commissioners hearing, and they have always agreed that it clearly indicates that the inspector has something to hide & is less that honest - case won.

 

 

 

 

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By ShirleyM
17th Aug 2011 07:14

Naive

I'm a bit naive over inspectors, commissioners, and the like. I've only had the bog standard VAT inspections, and one meeting to sort out a client who was in a mess (through being naive and trusting the wrong accountant, which wasn't me I hasten to add).

I need to make a decision within the next month or so, so all advice is welcome.

I fully understand that if I am informed my call is being recorded, then I can record it too. The legislation seems to say that you have to specify the reason for the recording, ie. training purposes. What happens if you record a call for legal reasons, but the recipient is recording for training purposes?

But what happens when HMRC, or other people, call me? I don't get a warning then! 

I think I would be inclined to go along with 'internal use' recordings, but if these are useless for defence then it just causes additional work, with little benefit. I don't think I would want to give out a warning every time I took a call, or made one.

In what circumstances can an 'internal use' recording (ie. no warnings given) be used for legal reasons? Can a recording be played back to a client, if their permission is given?

 

 

 

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By Steve Holloway
17th Aug 2011 08:25

If I thought I needed it ...

I would sell up and move on tomorrow. It is such the antithesis of everything I have worked to build up that it would be a bit like RSPCA deciding that ivory is a suitable material for their new range of novelty elephant themed stationery sets. In ten years I have had not one iota of need. With clients (and HMRC) ... you get out what you put in to the relationship. If you are open, honest, professional it tends to be reciprocated in my experience.

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By mickey09
17th Aug 2011 08:59

I can certainly see the merits of recording telephone conversations, but I have not taken that step as yet.

I still prepare filenotes of telphone conversations and follow up any major points in writing. Although, many years ago I got into a dispute with a client whose husband took exception to something I had recorded and she subsequently accused me of lying!  We ended up holding a meeting overseen by a Senior Parner and she maintained that I had made it all up, but I stood my ground. Because I had a history of making meticulous notes, all of the Partners backed me. This meant a lot to me, because client in question was the mother-in-law of a major film producer in the States who we also acted for. In the event we lost her as a client, but the son-in-law stayed on.

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By ShirleyM
17th Aug 2011 09:17

This is all very interesting, and much appreciated

But I am still unsure how useful it would be.

We have been racking our brains here in the office, and neither of us can recall receiving an incoming call where we were warned that the call would be recorded, not from anyone, including HMRC.

Given that there is no warning, what legitimate use could the recording be put to? All I can see (so far) is it being used as an aide to notemaking.

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By The Innkeeper
17th Aug 2011 09:23

hmm

I would never have thought it required of an accountant - I always thought that notes would always be adequate - until about two weeks ago when it would have been very useful concerning an issue with our own bankers. Unfortunately it is not appropriate to say more here but it was enough to make the jaw hit the floor and the hair ( if I had any !!) to stand on end !

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By Steve McQueen
17th Aug 2011 09:44

Recording calls

Have you heard the story about insurance? The one that goes: "fill your pockets with rocks and walk around all day. Tomorrow you will be equally happy and sad. In the morning, the rocks change to jewels and the person is happy that they have a pocket full of jewels, but sad that they didn't drag more around with them yesterday."

 

Is this not a bit like recording calls?

 

You don't need to record calls if everything is going fine, but if a disaster hits, then you will wish with all your heart that you had recorded calls.

 

For the cost of setting up a call recording system (which can all be done on any average office PC) and the cost of storage, I think I would say, why not record calls?

 

Steve

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By Top_Cat
17th Aug 2011 09:43

Depends

It really, I suppose, depends on the kind of practice you have and the type of work you undertake.

Obviously it is a great way of ensuring that you get your facts right - you simply cant take notes during a conversation and give 100% of your attenton to the call itself. 

More importantly however, when dealing with HMRC over some contentious issue it is invaluable. The sad fact is that tax officers routinely lie or misrepresent the content of phone calls and meetings. If you ever get the chance to read the notes of a meeting made by the tax inspector I guarantee you will think he must have been at a different meeting to you.

It is, in my opinion, unprofessional and stupid to go into a contested meeting with a client & HMRC without it being taped. Taping phone conversations about clients are merely an extention of this.  

Similarly I would never speak to a police officer without recording it because again I have seen far too many examples of them lying.

 

 

@Shirley - HMRC dont warn you they are recording if they call you - but they are - and they can produce it in court (if it suits them to).

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Replying to torbenhalvorsen:
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By BKD
17th Aug 2011 11:23

Unnecessary comments

Top_Cat wrote:

It is, in my opinion, unprofessional and stupid to go into a contested meeting with a client & HMRC without it being taped.  

As you say, it comes down to the type of practice you run, how you run it, your client profile, and how you deal with HMRC. You are entitled to your opinion, though I find it grossly insulting and unprofessional to describe those who choose to do things differently as unprofessional and stupid. Your and my experiences are obviously quite different - contrary to yours, I actually find that most Inspectors' notes of meeting quite accurately reflect what was said - and where there has been a misunderstanding there is always the opportunity to put it right. I don't have any problem with the suggestion that recording meetings and telephone conversations is a convenient way of avoiding any doubt as to was said, and in appropriate circumstances can be a valuable tool. But please stop denigrating those who run their affairs differently.

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By daveforbes
17th Aug 2011 10:07

Breach of licence

Neither the HMRC nor anyone else should record telephone calls without notifying the other party. It would be a breach of the licence with your telecommunications provider ....

 

(7.1) The Licensee shall not use or allow to be used any Apparatus comprised in or connected to the Applicable Systems (except for Apparatus connected to or comprised in the Applicable Systems for the purpose of law enforcement or in the interest of national security) which is capable of recording, silently monitoring (except for monitoring where the meaningful content of the Message is not monitored) or intruding into Live Speech Telephone Calls, unless he complies with paragraphs 7.3 and 7.4. This paragraph shall not apply if the Licensee is an Emergency Organisation or if the Director has consented to the Licensee not complying with any or all of paragraphs 7.3 and 7.4 and has not withdrawn that consent.
(7.2) The provisions of each consent given under paragraph 7.1 shall be entered in the register kept by the Director for the purpose of section 19 of the Act.
(7.3) The Licensee shall make every reasonable effort to inform parties to whom or by whom a Live Speech Telephone Call is transmitted before recording, silent monitoring or intrusion into such Call has begun that the Live Speech Telephone Call is to be or may be recorded, silently monitored or intruded into.
(7.4) The Licensee shall maintain a record of the means by which parties to whom or by whom a Live Speech Telephone Call is transmitted have been informed that such Call is to be or may be recorded, silently monitored or intruded into. The Licensee shall furnish to the Director such information on request.

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By ShirleyM
17th Aug 2011 10:26

Thanks, Dave

I will do a bit of research myself, but it is beginning to look like a non-starter.

I don't want to inconvenience (or scare off) clients, and others, by getting permission to record.

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By Trevor Scott
17th Aug 2011 10:35

Shirley

Generally, with HMRC Officers, the lower the grade the higher the honesty and integrity…though they generally have poor/incomplete knowledge/training (which you can work with, just takes a little time) … as long as their integrity hasn’t been undermined by a more senior officer.

With the kind of Officers who makes sweeping unsubstantiated judgements/claims or who’s logic and reasoning leaps enormously or moves off at tangents (common for those handling SA/CT enquiries):

1.An Officer’s proposal of a meeting without agenda (come on, think, why would an Officer want a meeting without an agenda/who claimed they wanted a meeting but couldn’t give any reasons/had questions to ask but didn’t know them!) is an opportunity to evidence the client/accountant’s unwillingness to co-operate and therefore increase penalties.

2. If a client/accountant actually agrees to a meeting without an agenda then the meeting will turn into a serious of loaded questions, of which the answers will give the Officer cause to justify doing whatever he wants.

3. The meeting will usually amount to a fishing expedition in which you/client must answer all questions … irrespective of whether they are relevant or proportionate, any refusal to answer also an opportunity for the officer to evidence client’s/accountant’s unwillingness to co-operate (increased penalties again!).

4. HMRC’s evidence of these meetings will invariably be written notes, not just inaccurate but biased (it always amazes me that the Officers are so stupid as to so blatantly evidence their bias!), and if you don’t have a recording to prove their notes are rubbish then the Officer’s notes will often be shocking.

5. All instances of the accountant refusing, or unable, to immediately answer an Officer’s questions is an opportunity to record lack of co-operation (increased penalties) and it is implied that you are not acting in the best interests of your client … causing the Officer to feel compelled to write to client to help him (really to undermine your relationship with the client, in the hope that the client will contact HMRC directly and answer loaded questions or get another accountant who let HMRC do what they want).

6. Once the Officer has had private contact with the client then they can write anything, and often do, in their notes; including fabricating evidence of tax evasion. It is a game to them, and as John Newth used to comment on this site…they act like little school boys.

Don’t expect HMRC Officers to be intelligent. I once asking the reasoning for an officer’s decision to go into areas that had already been resolved, on a case in which I brought HMRC’s attention to a client’s true higher taxes (which client immediately declared/paid), I was informed that I was classed as an enemy of the self-assessment system!  Once upon a time you could have an intelligent conversation with a higher IR/HMCE officer, discuss the true facts of a case and the law, perhaps one side pushing an argument a little but still sort of sensible, but I haven’t come across that in HMRC!  

Use the entire process to your client’s advantage, be proactive and evidence the following. The accountant should ask for details of any issues on the TAX RETURN that the Officer has, promptly chase each legitimate point down in detail, if necessary ask for a meeting with the Officer to resolve any genuine concerns and push for a prompt appointment. Record the meeting but don’t tell the officer; afterwards ask for a copy of his notes of the meeting. Compare the two, what you do about the discrepancies is up to you! All of this will undermine HMRC’s ability to justify further action, and if anything is found…undermine their ability to charge penalties.   

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By ShirleyM
17th Aug 2011 10:53

Thanks, Trevor

Thank you, for the detailed guidance.

Your recommendations all refer to meetings, rather than telephone calls. I would be out of my depth with the scenario you describe, and I would have called upon expert guidance well before that situation arose.

I have handled simple aspect enquiries, which have been quickly resolved and without meetings being required, and that is the limit of what I would undertake without a specialist getting involved. Your detailed description of possible events has reassured me that my decision is a wise one.

I need to make a decision regarding a new telecoms system, and this is my priority at the moment.

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By Top_Cat
17th Aug 2011 10:57

-

You're somewhat behind the times.

 

Courts have previously ruled that where one party is recording the conversation there is no requirement for the other party to also notify before recording.Courts have ruled that when receiving a call from HMRC professional agents should know that all HMRC calls are or may be recorded and there is therefore no requirement for HMRC to issue a warning.The content and evidential value of a covert recording will always ultimately determine its admissability. For example a covert recording of a cliemnt promising to pay you b£50 may well not be allowed, but a covert recording of that same client threatening to kill you or boasting about funding terrorists will always be allowed regardless of it being covert.

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By Flash Gordon
17th Aug 2011 11:20

Recording

I bought a voice recorder a while back that you can just attach to the phone when you want to record the conversation - remarkably I've used it once, just to try it. But I'd only record a conversation so that I could make decent notes afterwards. I'm not great at scribbling notes and carrying on a conversation, my brain doesn't work like that. So a recording would help (other than being forced to listen to my own voice!). And I wouldn't bother informing the other person because it's purely for my convenience and unless I thought afterwards that it was a contentious call I wouldn't bother keeping it after making notes.

I'd record meetings with HMRC for the same reason, not through cynical reasons. I know how difficult it is to accurately record fast-paced conversations between 2 people when you have no other role in the meeting so if I had to actually contribute its a no-brainer.

Of course this is part of the reason why I prefer doing business through email (equally I detest phones) - if it was up to me I'd never have to make or receive a business call :)

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By Trevor Scott
17th Aug 2011 12:26

Cont..

Shirley

As far as I am concerned there is no difference between a meeting and telephone conversation, record everything …either until you put the phone down or until you’re out the door of the tax office.

 

BKD

Were you to experience as a norm, as I and others (It seems Top Cat does as well), see grossly inaccurate Officers’ notes that do not compare to the reality of events and which negatively (and are clearly intended to) impact the client and professionalism of yourself, would you not consider it logical and professional to take measures to ensure you could prove the truth (and protect the client) of what was said?  In the circumstances of Officers maintaining a policy of acting wholly unreasonably, would it not be illogical and therefore senseless for someone to knowingly refrain from taking action to protect the client and themselves from such unreasonable acts?

Don’t you think it odd that some people, and feel free to look at various CIOT/ICEAW representations to HMRC, find it very hard to have a reasonable communications and relationships with HMRC and yet you have no problems.

 

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Replying to Alan Bagnall:
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By BKD
17th Aug 2011 12:53

Horses for courses

Trevor Scott wrote:

BKD

Were you to experience as a norm, as I and others (It seems Top Cat does as well), see grossly inaccurate Officers’ notes that do not compare to the reality of events and which negatively (and are clearly intended to) impact the client and professionalism of yourself, would you not consider it logical and professional to take measures to ensure you could prove the truth (and protect the client) of what was said?  In the circumstances of Officers maintaining a policy of acting wholly unreasonably, would it not be illogical and therefore senseless for someone to knowingly refrain from taking action to protect the client and themselves from such unreasonable acts?

Don’t you think it odd that some people, and feel free to look at various CIOT/ICEAW representations to HMRC, find it very hard to have a reasonable communications and relationships with HMRC and yet you have no problems.

 

If the circumstances that you describe happened to be norm with me, then of course I would take whatever steps I deemed necessary to protect the interests of my clients and myself. The point I was making that, until now, I have never had the need to consider such action. For those that do, I think it perfectly in order - my criticism was directed at the suggestion that those that do not are 'unprofessional' and 'stupid'.

I don't believe that I have ever said that I don't have problems in dealing with HMRC - and I don't find it odd in the slightest that some people find it very hard to have reasonable communications and relationships with HMRC. By the same token, I know for a fact that there are fellow professionals that have more or less the same experiences as I do - problems do arise, but it's knowing how to deal with those problems, and who to contact, in a professional manner.

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John Stokdyk, AccountingWEB head of insight
By John Stokdyk
17th Aug 2011 12:41

Some background on technical issues

Thanks so much for bringing this topic forward into Any Answers, Shirley - I was planning to do so when I spotted this thread.

My interest in the topic was sparked by another thread that went wildly off course and touched on this issue.

Recording enthusiast TopCat provided some background detail on the systems they use at his firm, and how they go about it.

Simon Hurst and Steve Roth did an article on recording calls in 2006, but the technology has probably moved on since then. Any further suggestions and advice from members on this subject would be very helpful.

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By Becky Midgley
17th Aug 2011 12:44

Time for an update

Perhaps our Technology correspondent Jon Wilcox would look into this area and give us an updated guide to legislation and kit available inc. prices etc.

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Replying to WhichTyler:
By ShirleyM
17th Aug 2011 13:04

John & Becky

Thank you :)

Any guidance, be it technical, theoretical, legal, or personal experience, would be very much appreciated.

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Replying to chatman:
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By cmarston1500
18th Aug 2011 20:12

Recording Calls

My understanding is that it is an issue of data protection to notify callers that calls are being recorded. The requirement is to notify parties on literature or verbally that the call is being recorded if there is a chance that the caller can be identified from information that would be given in that conversation. The notice can be a statement on your website. There is no legal obligation that states you must verbally tell callers calls will be recorded before the call starts.

Data Protection website

Q: I want to record customers that ring our company, can I do this?

If you have a legitimate reason for recording people that call your organisation (e.g. staff training purposes) you may be able to record them, but to comply with the first principle of the Data Protection Act you would need to provide 'Fair Processing' information, unless it would be in their reasonable expectations to have the data recorded.

I spoke with the data protection office about this before and it seems to still be a very grey area other than what is stated above.

There are very cheap ways to record calls that we recommend to some of our customers especially if its recording all incoming calls. That can be done by simply having a virtaul number such as 01,02 03 or 08 dial codes which then direct onto either the main office or staff numbers.

Hope that helps.

Craig

 

 

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By Top_Cat
17th Aug 2011 14:21

Yawn

[removed by mod]

If you are interviewed by the police on suspicion of having committed a crime, the law states that the interview must be recorded - there are no exceptions. The reason for that is that there isw then an accurate copy of what was said - one for them, one for you, and one that is sealed. It protects both sides (but you much more as it stops police officers lyingh about "confessions" etc.

When interviewed by HMRC the potential outcome for the client can be just as serious as an interview by the police.  Indeed it can be far worse, so it is obvious that all interviews with HMRC should be recorded.  Anything less is negligent because by not recording you are needlessly exposing your client to the potential risk of being falsely accused.

 

 

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Image is of a pin up style woman in a red dress with some of her skirt caught in the filing cabinet. She looks surprised.
By Monsoon
17th Aug 2011 15:17

Incoming calls automatically

Our phone system automatically records all incoming calls, and we have a pre-recorded message which advises all callers of this.

I don't know if I can record outbound calls, I haven't tried.

I've never needed to refer back to any call recordings.

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By ShirleyM
18th Aug 2011 14:04

Many thanks, everyone

All advice, comments, and experiences, were much appreciated.

I will review what is available, and if the cost isn't too high I will get a system that is capable, and then I have the choice to implement, or not.

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By weaversmiths
18th Aug 2011 16:04

Recordings

I have been in the position where I wished that I had been able to record a telephone conversation from a dodgy client's solicitor (also dodgy) who threatened me with violence if I told anyone about his client's affairs.  I checked into the legalities and you have to state that the call is being recorded prior to the start of the call otherwise it is not admissible in a Court.  In the event I purchased CCTV which looks over the entrance to the property, records voices and comes straight to a computer plus a further more impressive looking camera (which is a dummy just in case anyone thinks the real camera is not there).  I have a notice on the door stating that the caller is on CCTV also a separate entryphone  When you work from home it gives a certain sense of security.   It also keeps the witches away (:-).

TheAncientOne

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By Jon Wilcox
19th Aug 2011 15:16

AWeb guide to phone call recording inbound!

Hi ShirleyM - just thought you'd like to know a feature on the subject will be appearing on AWeb in the coming days. We'll be covering recording methods and the legality of such activity.

Hope it all helps!

Jon

 

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By ShirleyM
19th Aug 2011 16:00

That is very good news for me, Jon :)

I will look forward to it. I'm almost ready to start researching suppliers.

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By chatman
23rd Aug 2011 11:22

I try to record all calls

I automatically record all calls on my mobile and try to record all Skype calls (although the software I use, Pamela Call Recorder, is very unreliable) and even bought a covert recording device for meetings with HMRC.

I have used a recording of a phone call with a client to remind myself of something discussed several months previously when I had no pen or PC to make notes of the call and I used the covert recording device in a friend's staff disciplinary meeting. My friend was later allowed to use a transcript of the recording in an employment tribunal hearing and it contributed to her winning her case.

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By Club Talk
25th Aug 2011 14:46
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By [email protected]
21st Sep 2011 10:00

Call Recording

Hi Everybody

 

Extremely interesting reading above and I would comment as follows:

Call Recording has many uses including:

Dispute resolving

Reminders

Training

Compliance

Improve customer experience

Let me pose this question to you

If a client agreed a contract with you and signed documentation regarding this would you then tear this up and throw it in the bin - The answer is of course NO

So why when so much business these days is done over the phone would you then just throw that away as soon as the reciever is put down.

Record every call that comes in and out of your office this will give you the opportunity to improve your customers experience with your company by making sure that all staff are treating the customer well. This will also help you cover the main points above.

Brendan

ComputerTel Limited

www.computertel.co.uk

 

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By baza
28th Nov 2013 22:43

recording calls

do companies need a licence to record customer conversations and if so who issues it

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