Cost effective L&D: Call recording

by External01 Aug 2013

As training budgets are cut further across Australia, HR managers have to think of cost effective ways to on-board new employees and get them up to speed quickly. Andrew Lamrock outlines one possible solution.

Increasing numbers of Australian organisations across a wide variety of industry sectors are now recording calls for staff training and development purposes. As training budgets are cut further across Australia, HR managers have to think of cost effective ways to on-board new employees and get them up to speed quickly.

Call recording software can assist HR departments with training, on the spot coaching, mentoring and staff development. As part of any training programme or induction process, calls can be recorded and used to demonstrate how to best respond, freeing staff from having to take copious notes. They can focus on their performance and listen to the relevant feedback after the session as many times as required.

Recording calls can also be a powerful tool to share information with multiple people across an organisation and gain deeper business insights. Verbal records can also used to ensure team members are compliant with the organisation’s procedures and identify potential opportunities to improve those processes, therefore improving productivity.

The interview process involves multiple stakeholders in most organisations but not everyone will be present. Call recording can ensure everyone has a transcript of the interviews, so informed business decisions without assumptions can be made. For new recruits, call recording can be a powerful coaching tool, assisting with role play and training.

When it comes to recording calls in Australia the Office of the Privacy Commissioner has made it simple to understand the legal parameters. If a call is to be recorded or monitored, an organisation must disclose this at the beginning of the conversation so that the person has the choice to either end the call or deny permission. If permission is denied, you might be breaking the law.

The following guide can assist with knowing when to and when not to record.

When to consider recording

  • For staff training, coaching, role playing and mentoring purposes – a valuable reference tool
  • During the interview process, the screening of interview candidates, reference checks or exit interviews
  • To ensure company policies and procedures are being met
  • During a workplace investigation – recordings can play a vital role in ensuring a fair and just outcome after bullying, misconduct or unsafe work is alleged


Times when perhaps the recording should be turned off

  • If the participant in the conversation does not provide permission and does not want to be recorded
  • If the caller is distressed due to personal or health matters
  • If recording the call serves no business purpose (as outlined above)
  • If the call is largely personal in nature and not related to business improvement or efficiency


There are many instances when it’s advantageous to consider recording calls as part of HR's delivery of services and now cloud based call recording software makes this easier and more cost effective than ever before. So if you’re not recording calls in your HR department, perhaps it’s time you should?


About the author
Andrew Lamrock is Director of Enterprise Intelligence, Call Journey. For further information phone 1800 159 116 or visit