I work inside sales placing outbound and receiving inbound calls from dealers, not the general public. We’re currently not monitored other than management walking around
and hearing us. No biggie to us. We have a new mgr from outside the industry who now wants to record all the calls, but we’ll now be required to state the “this call may
be recorded” for all inbound and outbound calls. It’s tough enough getting buyers and owners on the phone, but this just seems like another obstacle to us in sales.
We haven’t had issues of he said/she said when something occurs, it’s more for training.
How do you react when you get a call and the first comment is this call may be recorded…? Do you shut down / hang up?
I was going to type the same thing. I’ve had multiple calls where the person immdiately said the call was being recorded. I indicated that they didn’t have my permission and they had about 2 seconds to tell me why they were calling.
If they want to do some sort of training, either figure a way to listen in on the conversation or shadow you without you seeing them (taking some of the stress of knowing your being “monitored”) and then use what they hear for training purposes.
The last person who called my house like that got grief. It gave me time to go into my anti-phone spam mode. I asked why they didn’t trust me and had to record the call. He answered that they trusted me. So I asked why they didn’t trust him. Then he sputtered something and I said that I was sorry, I couldn’t talk to someone, much less buy something from them, if their own boss distrusted them so much that they had to record the call.
20+ years ago I worked in collections. For training someone would sit in on the call with you, I know we didn’t tell them anyone else was on the line, not sure if you need to. You would get instant feedback after the call on how you could/should change what you did. That seems like a much better training tool than listening to a recording after the fact.
As far as I know, we’ll be the only ones in our industry doing this. I’m also concerned about any legal liabilities I’m accepting by saying it’s being recorded. We occasionally will conduct credit card transactions where most customers are net 30 or even COD. I have no issue with them listening in, taking notes and addressing it after the call or in a round table with other reps. but to record just opens up a can of worms when it’s hard enough to reach your budget.
We occasionally will conduct credit card transactions where most customers are net 30 or even COD…Wouldnt recording a call of that nature raise Sarbanes-Oxley (SOX) PCI compliance issues.
Do you live in a two-party consent state? Texas, so long as one party to the call consents, recording is legal. If your state is same you may be able to do it without informing the other party. There may be an issue though if your calls cross state lines if their laws aren’t the same as yours.
I am not in sales however if I am told a call is being recorded and it’s not something that I am in need of I wouldn’t allow it.