If you’re an accountant, call recordings could save your representation and livelihood. A quality phone system for accountants has countless benefits for your business. But, a phone system with call recording gives you some boosted protection and training options. So, here’s why accounting firms should record calls. Plus, how to do it in line with data laws and in a way that doesn’t alienate your clients.

Why accountants should record telephone calls

Call recording is beneficial to most businesses, and accounting firms are no exception. Recording telephone calls with clients can improve customer service, ensure work is completed accurately and protect from disputes.

Ideal for training

A feature commonly used for organisations of all types, call recording is a great way to educate and train staff. Listening back to real-life customer interactions can provide clear examples of how to handle calls correctly.

If a call doesn’t go as expected, or the right questions weren’t asked at the time, managers can playback the audio to find out what went wrong. While it’s not about shaming the colleague who made a slip-up, it is helpful for them and others to understand how to enhance future calls. Taking and making calls is a skill like any other, so proper training is paramount to improving customer service.

The same is true of a good call. Phone training is as much about showing great examples as poor quality ones. Recording all calls ensures you get the good ones that led to a sale, handled a complaint flawlessly or showcased how to deal with difficult situations.

Ensure company & legal Standards

Everyone on your team is a spokesperson of your business when they are on the phone. Quality checks of their performance can ensure this representation is accurate and professional. In addition, call recording allows owners and managers to review telephone calls whenever they need. Finally, recordings can highlight problem areas, whether tone of voice or good phone etiquette.

It’s not just about representing your brand favourably; ensuring your accounting firm complies with the law is vital. Reviewed recordings could highlight instances where staff may be misinformed or actively working against legal standards.

Improve communication between colleagues and clients

Call recording can improve performance and communication, primarily when several employees work on a client’s account. As much as the written word is helpful for legal documents, sometimes verbal information is more efficient. For example, sharing telephone confirmations from clients with other staff members can help them understand the context of a conversation. This option avoids ambiguity from second-hand conversations or emails, leaving everyone on the team on the same page.

Another added benefit is the professionalism this presents. Other colleagues can discuss details accurately with clients, should their primary staff contact be away. An excellent solution if employees are sick or on leave. Client’s will feel they are in safe hands and that their account is essential to the whole firm, not just their principal accountant.

Handling customer disputes

Of course, no one wants to have customer disputes or client complaints. But, should it happen, call recording gives you that extra peace of mind and can protect your business and staff. A call recording could help you prove to clients that they;

  • Confirmed a particular course of action.
  • Agreed to additional fees or changes to a contract.
  • Were abusive or aggressive against a member of staff.

A call recording can be enough for a client to realise they don’t have a leg to stand on and drop disputes where they have caused an issue. Recordings can also be critical should a client take you to courts because call recordings can be used as admissible evidence in UK legal proceedings. Companies are permitted to record conversations for business purposes, although there are regulations on what and how calls can be recorded.

Furthermore, many accountants state that call recording is also helpful for dealing with disputes with external suppliers and HMRC. A phone system that records calls could provide extensive evidence in any dispute.

Potential problems for accounting firms when they record calls

However, there are some potential downsides to call recording that are important to note.

Compliance with Data Protection Acts & PCI DSS

While businesses are allowed to record calls for security and training, as mentioned above, some data protection compliances need to be adhered to. In most cases, it is necessary to let callers know that calls may be recorded and for what purpose they are recorded. A pre-recorded message that welcomes the user to the phone system is an effective way to do this. The message can welcome someone to your office, provide recording information and get them to the correct department. All of which makes your operation look professional and polished. Read up on data protection laws such as GDPR to ensure your accounting firm complies.

One particular legal requirement that accountants should be aware of with call recording is the Payment Card Industry Data Security Standard (PCI DSS rules). The PCI Security Standards council explains these limitations in ****Protecting Telephone-based Payment Card Data guidance. The main point is that a caller’s payment card details must not be recorded by a telephone system. Therefore, your telephone system and protocol need to have the ability to stop recording when these details may be given to the operator.

Erodes trust

One potential problem is that call recordings can erode client and colleague trust. So, here are a few pointers to ensure that customers and staff know the benefits of your recording system.

  • When welcoming a new client, make sure call recording is clearly indicated in any welcome literature. Could you focus on the benefits it has for them? For example, confirming some information on the phone rather than in written format is helpful for those with limited time.
  • Inducting new staff is the time to explain the call recording procedure. Ensuring that complete and adequate training is undertaken by the team will make them feel confident answering calls. With full guidance on what is expected, staff will make fewer mistakes and provide better advice to customers.

VoIP for accounting and to record calls.

If you need a phone system for your accounting firm, our VoIP telephone system is ideal. Accounting firms can record calls and access a whole host of other features that are beneficial for accounts. We’ve helped lots of businesses in the financial sector to improve their processes. Read our case study on how we assisted a Mortgage Brokerage record and archive telephone conversations with customers. So whether you’re an individual bookkeeper or a large accounting firm, our telecoms systems are entirely scalable. Get in touch with Yestech today to find out how we can help your organisation. We love to chat, so let’s talk.