The customer phone call is a key component of many a successful business enterprise, but those that are unprepared for it can risk losing customers or, even more drastically, opening themselves up to litigation from those who feel hurt or spurned in some way. Taking on a live call center brings with it responsibilities toward the way those centers treat clients, and companies should make the time to only choose entities that can satisfactorily perform in this field.
For instance, one recent Corporate Counsel article noted the legal risks that accompany the often-employed tactic of recording a call to a customer support center for various purposes: if handled incorrectly, the article claimed, this could result in a lawsuit, especially if a business is affected by privacy protection legislation that makes recording illegal.
To avoid any missteps, the article pointed out that companies can take simple precautions, such as implementing messages informing all users when such recording is being used, and, if appropriate, having clients and customers sign contracts acknowledging and addressing this. It’s important in such a situation to ensure that whatever safeguards are put into place are made consistent in every service department the company may manage.
But, a key point to remember is the role that customer service employees play in this. Using a trusted and well-run provider can help reduce the amount of stress a business may encounter trying to solve these problems in-house, especially if that entity is already staffed with employees well-versed in the best means of proceeding.