Call recording market driven by claim culture

Britain’s ‘claim culture’ will drive the market for call recording ­ a sector that could be worth a potential £2.5bn in the UK within five years, according to call recording vendor Liquid Voice.
The vendor made its claim based on industry estimates from two separate analysts ­ Frost & Sullivan and Data Monitor.
Chris Berry, development director at Liquid Voice, explained: “There is a huge claim culture in the UK at the moment. Because of this, companies are looking to become more accountable and have more control over what they are delivering.
“Demand for call recording is growing and we are certain that this trend will continue,” said Berry.
Alongside potential claims being made against companies, changes in legislation could also have an effect on the market. Berry is confident the market’s value could be worth more because of this.
“There are a lot of new laws creeping in and, as they start to take effect, companies will be forced to go down the call recording route, which could drive up the market value to double what we have estimated,” added Berry.
The news has also been welcomed by distributors, who agree that a claim culture will play a major role if the market witnesses an increase.
Guy Koster, vice president of the technology solution group at distributor Westcon Group Europe, said: “Any potential growth will be beneficial to distributors as it will mean stronger relationships with vendors and an increase in sales.
“Call recording allows many companies to save time and money by reducing disputes by up to 75 per cent,” he said.
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