Call recording is a very simple concept with some very complicated (but quite beneficial) applications, some of which are beginning to come to light for the heads of the small handful of government offices that have made the switch to voice recording technologies. Simply put, the technology allows for the preservation of voice to voice communications by recording and saving these conversations for future reference.
For many government offices in particular, the sensitive nature of the information being exchanged means that a great deal of conversations are very important, not only to the office in question, but also to the constituents that they serve. For this reason, it absolutely paramount that those in charge are able to manage these communications both efficiently and effectively. Call recording technology makes this possible.
By allowing ongoing access to past calls, providers of voice recording technology give managers the ability to monitor employee performance, ensuring that all required standards are being met on a consistent basis. While this type of information is relevant to nearly every type of manager, government operations (in particular) tend to hold to a higher standard, meaning that citizens expect nothing short of the absolute best from their civil employees. This type of technology allows constant access for managers hoping to ensure that their own offices meet this golden standard.
Of course, there are also the legal benefits to having unlimited access to unbiased accounts of very specific conversations. In the event of a discrepancy between what an employee recalls being said and what the caller recalls being told, there is a large amount of legal grey area. Depending upon the information being discussed, government can easily risk being held accountable for making statements which are untrue, or even failing to disclose information which is relevant to the situation at hand. In order to avoid costly litigation, many managers have found it necessary to implement call recording systems simply as a safety net for misunderstandings and for opportunistic scammers who would love nothing more than to score a free lunch courtesy of their local elected official.
Whether it is in the name of employee performance or for simple liability protection, today’s systems are more secure than ever before. By encrypting data with the most up to date technology, managers can rest assured that their information is not only looked after with the utmost of care, but also that they are able to protect themselves from self-inflicted inefficiencies and would-be scam artists.
Source: Flickr’s alanclarkdesign
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