We hear a lot these days about call recording, with the ubiquitous message “calls may be recorded for security and training purposes”! Traditionally large institutions recorded all their calls via their corporate switch board, something that smaller firms could not easily achieve. However things are very different now, it is very easy and affordable to record your phone calls on both landlines AND mobile phones.

So why would you want to record your phone calls? Certain industries are statutorily required to record all calls e.g. Investment Brokers, Stock Traders, Banks and other financial organisations including some landlords and owners with tenants who are in arrears.

The simple truth of the matter is that more and more business is transacted over the telephone (and in some cases is not transacted) and the other party to these transactions may develop what I call “selective amnesia” over who said or agreed to what!

With this in mind it makes very clear sense for mortgage brokers both large and small to protect their business and their clients by logging and recording calls.

Is permission required to record calls in the UK? Under ofcom rules firms must make every effort to inform callers that their calls may be recorded. This can be in the form of a “welcome message” on the phone before the call begins as above, or via a terms of business agreement, website, e-mail signature, office poster or ideally all of the above. Individual permission to record calls is not required in the UK.

Brokers can call their clients when a mortgage is offered to read through the mortgage offer and check that the client is happy with every aspect of the product selected. Once all this information is agreed over the phone the call can be logged and saved to the clients record in the database.

Recording Mobile Phone calls while you are in the office near your PC or laptop is possible via a special Bluetooth device that pops up the callers details on the PC and then logs & records the phone call to their record in the database. You can also record mobile phone calls when you are not in the office by having calls routed via a special device that passes every mobile call via your office for automatic call recording.

If you would like more information or a demonstration of how these facilities could work for you, please do get in contact 0845 220 2202 option 1