We are regularly asked whether call recordings from our call-recording feature are also valid as evidence in a possible lawsuit.

Even more interesting than a conclusive legal answer to this question — which, by the way, you are best to get from your lawyer - is that a smart use of call recording can in many cases prevent an expensive and often time-consuming trip to court.

We have all experienced remembering something different from verbal agreements. Often these are small differences in interpretation or perhaps we overlook a detail that is important to the other party.

Sometimes such a difference of opinion about what was exactly agreed upon can be large and also have serious consequences.

In such a case, it helps when agreements are immediately clearly recorded in a way that is transparent and acceptable to both parties. Call recording is such a way for agreements made by telephone.

Below we give you 3 tips on how to use call recording effectively and how you can prevent a trip to court.

1. Announce the recording

Always let it be known at the beginning of the telephone conversation that a conversation is being recorded and for what purpose. You can easily do this by adding this to your welcome text.

In this way, you create a situation in which both your caller and yourself will not promise things that you would rather not be reminded of or held to later.

It is important that you then of course do not use recordings for a purpose other than what you have indicated in the announcement.

2. Record that the recording is a good representation of the agreement

By verbally and explicitly agreeing that the recording is a good representation of the agreement made, you prevent discussion about this later.

You can easily do this by, for example, including the following in the conversation: “As you know, this conversation is being recorded. Do you agree that we will keep this recording so that it is clear in the future what we have agreed upon?”

When the caller answers in the affirmative, state again that you will save the conversation.

You have now created a situation in which both parties can be extra reassured about the agreements made because they know that it is recorded in the recording.

3. Use the recording to de-escalate

When you apply the first two tips, you will see that the number of differences of opinion about agreements made decreases drastically. Nevertheless, a situation can still arise in which you and your customer do not agree with each other and each remembers something different.

In such a case, do not push the situation to a head by saying “I am right, I have the recording to prove it”. Your customer will then feel attacked and will be more inclined to try to prove you wrong, which will not bring a solution to the disagreement any closer.

It is better to suggest listening to the recording together so that you can then continue on the basis of the previously made agreements, or a possible new agreement.

Of course, it is not about who of the two is right!

Starting today costs nothing

As a customer of Belfabriek, you can start with call recordings today without it costing you a cent with our Call-recording Starter package.

You can record all your conversations, without restrictions on the number and duration of the recordings. You can listen back to conversations from your online control panel My Belfabriek.

Do you have any questions or would you like to know more? Please feel free to contact our customer service.