Failure to Back Up Call Data Puts Businesses at Unnecessary Risk
Most businesses realize the importance of backing up their business data. Data loss can occur as a side effect of ransomware, natural disaster, or system failures. Suffering a major data loss can be costly. Starting over from scratch with basic operational data like payroll is time consuming. Confidential business intelligence or intellectual property can be difficult to duplicate, and losing critical client or consumer data can destroy confidence in your brand.
Why then would your call data be any different?
There are a variety of reasons companies choose to record their business calls. Many use recordings for training purposes and data mining that can be utilized to improve operational processes or identify market trends. While those all make call recording a beneficial business practice, arguably these recordings are the most valuable when applied to compliance.
In every vertical, compliance regulations play a significant part in business success and ultimately the bottom line. Call recordings are often used for performance monitoring to ensure compliance standards are being met. But they are more than just powerful training tools. They can provide critical evidence in the event of an audit, easing what can be an arduous process.
Additionally, call recordings play a crucial role in the event of a dispute or other legal action. Providing recordings can dispel any confusion, and settle a claim before it reaches the point of litigation. In some instances, your call recordings can even serve as a verbal contract. If your business is faced with a lawsuit, call recordings are admissible evidence of your interactions and providing them can expedite the litigation process, saving the business from unnecessary legal expenses.
Why aren’t more businesses doing it?
You might be surprised to learn that despite the value of call recordings, many businesses aren’t backing up their call data. Gerald Jonathon, the VP of Sales for KG Hawes’ Voiztrail Suite, says, “It shocks me every time. These recordings are critical data and I’d say about a third of the businesses I talk to aren’t backing them up.” That’s a significant percentage and yet the he says the reason for this is unclear. “Perhaps these businesses don’t recognize the value of their call data, or their recording software doesn’t have an integrated backup process.” Whatever the reason, Gerald points out that these businesses are putting themselves at “unnecessary risk.”
Businesses that engage in call recording should have a plan for preserving this data in the event of a system failure or breach. The loss of call recordings means the loss of data that could provide vital insights into the market, consumer behaviors, and operational processes. It can also mean losing an audit trail for compliance, or exonerating evidence in case of litigation. Companies must recognize that call data is critical data.