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Call Recording for Legal Firms: What you Need to Know - Numonix - ContactCenterWorld.com Blog

Call Recording for Legal Firms: What you Need to Know

Legal firms like yours typically record client conversations to track billable hours, as well as for dispute resolution and evidentiary purposes. Some also record their interactions to assess staff performance and monitor client service levels.

Did you know, however, that states have unique rules when it comes to the legality of recording client calls? Some follow the two-party notification rule, which requires all parties on a call to consent to being recorded. Others follow the one-party notification rule, which requires just one party to consent. Click here to view a state-by-state listing of call recording laws.

International laws vary even more and can be quite different from country to country. Some don’t allow you to record calls at all, while others specify which types of calls can be recorded. Here is a resource which may help you further understand country-specific laws. In the UK and Europe, new privacy laws specify what can and cannot be recorded. These regulations include GDPR and MiFID II. We are not a law firm, so please don’t consider this legal advice.

The Need to Record

“86% of the time, law firms fail to collect an email address, and 45% of the time, law firms fail to collect a phone number on an initial call.”

(Law Technology Today)

Law firms should record all interactions to identify these (and potentially other) missteps and prevent them from recurring.

As a legal firm, you obviously fall under a high level of legal scrutiny, perhaps more so than consumer businesses, for example. You need to be sure you and your employees are doing the things necessary to abide by all relevant regulations when recording client interactions. When you consider chat solutions like Skype for Business, the scrutiny goes beyond just the audio part of an interaction. If your staff is using a unified communications solution, you need to ensure all communications channels (chat, voice, video, screen) are compliant.

Here are some of the many uses for interaction recording by law firms:

  • Remote, phone-based depositions
  • Protect your firm’s reputation (from complaints)
  • Resolve disputes
  • Prove compliance
  • Monitor lawyer performance/knowledge (even sales performance when attempting to land new clients)
  • Avoid loss of information

You need a highly versatile and customizable interaction recording solution that will suit your firm’s unique requirements. When selecting a recording solution, here are some important features to consider:

  • Record all channels – VoIP, mobile, landline, chat
  • Masking and muting – ability to mask or mute specific portions of the interaction when sensitive information is being communicated (such as with PCI Compliance for credit card transactions)
  • Audit trail with change tracking and user activity log – to identify all usage of the call recording system and recordings
  • Encryption – encrypting recordings while stored and in transit
  • Recording retention rates – ability to set specific retention rates
  • Permission levels – ability to set permission levels by various criteria to restrict access to non-authorized staff

Contact us today at info@numonixrecording.com to learn more about interaction recording for your specific legal firm and/or to try our versatile recording solution free for 20 days.

Source: https://numonixrecording.com/blog/call-recording-for-legal-firms-what-you-need-to-know/

Publish Date: June 14, 2019


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View more from Numonix

Recent Blog Posts:
Numonix Among First to Release a Fully Managed Cloud Compliance Recording Service for Microsoft TeamsJune 9, 2020
IXCloud Helps you Comply with MiFID IIMay 28, 2020
Don’t Let Data Privacy and Compliance Lapse During COVID-19April 22, 2020
Why you Must Start Recording Your At-Home Business InteractionsApril 13, 2020
Hidden Costs of NOT Recording Customer CallsFebruary 17, 2020
How Long Should You Keep that Call Recording?December 3, 2019
Contact Center 2020: Asset or Liability?October 11, 2019
Are your Agents Really Listening to your Customers?August 26, 2019
Recording Calls at Universities: What you Need to KnowJuly 2, 2019
Call Recording for Legal Firms: What you Need to KnowJune 14, 2019

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