Dangers of not Having Call Recording in Utilities: Danger # 5 – Poor Liability Management 

Over the course of the last five posts (The 5 Dangers of Not Having Call Recording, Event Management, Unhappy Customers, Unproductive Agents, Misunderstanding the Customer Voice) we have discussed how recording of interactions in public utilities organizations have played a significant role in ensuring that company policies, regulations, and best practices are achieved. Recordings of telecommunications and radio between agents and customers allow for positive improvement of agent and company performance over time.  

The benefits of call/interaction recording and consolidation to improve performance possess a common thread; having a single record of what was said or done. This blog post addresses how recording can help in situations when the defensive aspect of having to prove or disprove violations, and what error, if any, occurs.  

LIABILITY VERIFICATION 

When outages or other events occur, communication issues are often at the core of critical failures and sentinel events. Utility companies usually conduct post event debriefings to better understand how communications errors may have happened.  If calls and other interactions were recorded, the communications in question can be revisited and can determine if regulatory or policy violations occurred.  If violations did not occur, the recordings can be used as proof of compliance. 

Additionally, disputes often need to be resolved following an outage or other event. Everyone has their version of the event or issue, and providing the captured interaction and recorded information can provide proof in the dispute resolution process.  Having accurate records mitigates issues, saves time and money. 

Throughout this series of blogs, the advantages of a digital, integrated, and secure recording and interaction capture system have been outlined both for performance improvement and defensive purposes.  Altitude Enterprise Recording is instrumental for achieving the benefits noted throughout this series.   

Want to learn more about the benefits of interaction recording? Read article to see the

4 Reasons to invest in an interaction recording solution