Do we have to tape record our phone conversations with our customers?

No “ the techniques are all highly effective in real time “ however, there are advantages to tape recording “ in particular for evidencing the movement of goal posts’ as the potentially fraudulent customer attempts to weave a way around the immensely powerful obstacles placed on the playing field by intelligently focused probing. A customer’s credibility can be totally undermined by such ambiguous evidence. That said, the need to go this far is rare indeed.