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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


2024 Buyers Guide Workforce Management

 
1.) 
Alvaria

Alvaria Workforce
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.

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Alvaria

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.

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Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

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eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

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Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.

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Genesys Workforce Management
WFM Voice Self-Service allows agents and supervisors to access and update workforce management information from any telephone. Leveraging the Genesys Voice Platform and its open standards-based techonologies such as VoiceXML, robust applications can be developed to provide "anytime, anywhere" access to WFM planning and scheduling and real-time fuctions. These valuable additions to the standard WFM solution can be tailored to meet the unique needs of the contact center.

WFM Voice Self-Service can be deployed either in enterprise premises or hosted in a service provider's network.

If the client is a Genesys Voice Platform customer, they can run WFM Voice Self-Service on the Genesys Voice...
(read more)

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Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.
 



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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