BPA Featured Article

Why You Should Consider 3rd Party Remote Call Monitoring

By Susan J. Campbell, TMCnet Contributing Editor
April 03, 2014

In conversations with your favorite call center, you’ve likely been told your call will be recorded for quality and training purposes. In fact, you’ve heard it so often that you probably tend to ignore the message and move on. However, when the ignoring process happens on the side of the business, it can mean a slap on the wrist and large fines.

An examination of the 3rd party remote call monitoring industry finds that Withers, a London law firm, is going to have to pay $2.6 million unless it opts to appeal a recent judgment. The London High Court found that the firm is accountable due to the actions of an assistant who “misremembered” what she shared in a crucial telephone call. Had 3rd party remote call monitoring been used, the firm may have been able to prove the truthful information that was shared. Without this recording, they are unable to demonstrate truth in their case.

While the absence of the recording is not necessarily held against the firm, they simply lack the proof they need; proof that would be easy to produce had they been recording their calls. Firms today have access to low-cost recording technology, speech-to-text and workflow solutions that can capture every interaction and place it directly on the client’s file. When the issue of “who said what” arises the matter can easily be settled.

Still, this isn’t the only case in recent years to garner attention for a lack of 3rd party remote call monitoring. Guy Hands accused Citigroup banker David Wormsley of misleading him into paying too much for EMI Group by claiming that a rival private equity house was also planning to make a bid. Hands claimed this information was untrue and that the misrepresentations took place in a series of telephone calls between the two parties. Without 3rd party remote call monitoring, however, he was unable to prove the case and it was dismissed.

In both cases, it’s clear that 3rd party remote call monitoring would have made a difference in the case. For companies trying to protect their brand and their place in the market, it just makes sense to have call recording in place. For some, the activity is required; for others, it’s still optional, but could cost the company if left out of the purchasing plan for the unified communications solution.

While quality maintenance is important for the small business, it’s still critical that we stay focused on ensuring employees are representing the company and information to the customer base through truthful claims. Call recording can help in the process, providing the proof the company needs when their actions or intent is challenged. 

Edited by Alisen Downey