Articles · 20 articles
Data and trust: recordings, personal data and consent
Articles on handling call recordings and customer data with care: telling callers about recording, collecting consent, how long to keep recordings and the right to delete. Who sees call records, how to keep API keys safe, AI disclosure and how not to look like spam.
- 5 min read
How to tell customers a call is recorded: ready phrases and what to say if they object
Tell callers the call is recorded in one short line at the start. Ready phrases for incoming and outgoing calls, and what to do if a customer says no.
Read - 4 min read
How to handle customers’ personal data on business phone calls
On the phone, ask customers only for what you need and never for a card number or SMS code. A table of what you may ask and where to write it down.
Read - 4 min read
How safe is a voice AI service: the main risks and how to reduce them
Voice AI risks are mostly ordinary: loose talk, a con caller, a shared login, a leaked key, calls running unchecked. A clear protective step for each one.
Read - 4 min read
A customer says “delete my data”: what to do, step by step, with a checklist
A customer asks you to delete their data: check it’s them, delete it from the CRM, Excel, recordings and Telegram, then confirm. Six steps and a checklist.
Read - 4 min read
How long should you keep call recordings? A table by type of call
Keep a call recording as long as it serves a purpose: a simple enquiry for a few months, an order until the complaint period ends. A table and 5-step rule.
Read - 4 min read
Who in your company should see call recordings and transcripts: a table by role
Only staff who need call recordings for their work should see them. A table of roles, copies in the CRM and Telegram, and 5 steps to close a leaver’s access.
Read - 4 min read
Where and how to tell customers you use an AI operator: a simple disclosure policy
Say openly that you use an AI operator: on your site, in forms, on calls and in staff answers. Ready text for each place and a sample reply to a complaint.
Read - 4 min read
How to keep outgoing calls from looking like spam: 7 mistakes and the right way
To keep your number off spam lists, call only people who know you, from a known number, in the daytime, and give the reason first. 7 mistakes and what to do.
Read - 4 min read
How to get consent to call in website and Instagram request forms: ready-made texts
In your request form, say who will call and why, add a separate unticked box for marketing, and save each consent with its date in the CRM. Ready-made texts.
Read - 4 min read
How to write customer data retention rules: a one-page table
A retention rule answers three questions for each kind of data: where it lives, how long it’s kept and who deletes it. A one-page table and a six-step plan.
Read - 5 min read
How to keep API keys safe when your website and CRM connect to a calling service
Keep API keys safe: one key per system, only the scopes it needs, never in site code or chats. Five steps if a key leaks, and how to check webhook signatures.
Read - 4 min read
What access should each employee get in your call system: roles and permissions
Roles in a call system: what the owner, sales lead, manager, receptionist, accountant and developer need. One login each, closed on the day they leave.
Read - 4 min read
Will customers trust AI phone calls, and how do you earn that trust?
Customers trust an AI call when it answers fast and accurately, never pretends to be human and lets them reach a person. What breaks trust, what to check.
Read - 4 min read
Ethical AI phone calls: eight rules that respect your customers
Ethical AI calls: only people you may call, honesty about who calls, “no” as the final word, no fake urgency. Eight rules, where the line is, and a sample call.
Read - 4 min read
Call transcript privacy: who sees the text of a conversation and how to protect it
A call transcript can hold addresses, health details, debts, even card numbers. How to keep extras out, who should read it and how long to keep it.
Read - 4 min read
Which security questions to ask a voice AI vendor: a checklist before you connect
Twelve questions to ask a voice AI vendor before handing over your number, customer list and recordings: good answers, red flags and six steps to verify them.
Read - 4 min read
When and how to stop automated calls: the stop button and call control
When to stop automated calls: wrong list, old price, a complaint, a day of mourning. Who presses the button, five steps after stopping, when a limit is enough.
Read - 4 min read
How calling limits protect your brand, and how to work out a daily call limit
Unlimited auto-calls get your number marked as spam and bury your team. Hours, daily limit, attempts per number and a formula for the daily limit.
Read - 4 min read
Sensitive topics on business calls: what the operator says about health, debt, grief and complaints
Health, debt, grief, complaints: what an operator won’t discuss by phone and whom it hands over to. A topic table, script rules and a sample call about a death.
Read - 4 min read
Rules for calling customers: a compliance checklist before you launch
A checklist before you launch customer calls: whom you call, what is said, what data you collect and how long you keep it, and who controls the calls.
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