Danger #5: Poor Liability Management
Updated: May 23, 2019
By Tom Goodwin
Over the course of the last five blogs we've discussed how recording of interactions in public utilities organizations have played a significant role in ensuring that company policies, regulations, and best practices are achieved. Recordings of telecommunications and radio between agents and customers allow for positive improvement of agent and company performance over time.
The benefits of call/interaction recording and consolidation to improve performance possess a common thread; having a single record of what was said or done. This blog addresses how recording can help in situations when the defensive aspect of having to prove or disprove violations, and what error, if any, occurs.
When outages or other events occur, communication issues are often at the core of critical failures and sentinel events. Utility companies usually conduct post event debriefings to better understand how communications errors may have happened. If calls and other interactions were recorded, the communications in question can be revisited and can determine if regulatory or policy violations occurred. If violations did not occur, the recordings can be used as proof of compliance.
Additionally, disputes often need to be resolved following an outage or other event. Everyone has their version of the event or issue, and providing the captured interaction and recorded information can provide proof in the dispute resolution process. Having accurate records mitigates issues, saves time and money.
Throughout this series of blogs, the advantages of a digital, integrated, and secure recording and interaction capture system have been outlined both for performance improvement and defensive purposes. HigherGround’s platforms are instrumental for achieving the benefits noted throughout this series.
Would you like to learn more? Visit our Utilities page.
About the Author - Tom Goodwin is the Vice President of Marketing at HigherGround. His background in telecommunications and data networking has been augmented with work in data analytics and automated reporting prior to joining HigherGround. Click here for more information on Tom and the rest of the HigherGround team!
HigherGround, Inc. provides best-in-class, reliable data capture and interaction storage solutions that enable clients to easily retrieve critical information. Our interaction recording and incident reconstruction solutions transform data into actionable intelligence, allowing optimization of operations, enhanced performance, and cost reduction.