’Your call may be monitored or recorded’, are you familiar with this phrase? This, or some variations of it are usually heard at the beginning of a call when trying to contact an organization. Call recording is a way for organizations to gather data.
Nowadays, this service is often bundled with cloud-based systems, such as contact centers, coaching systems or AI powered analytics. Saved conversations give insights that may be used for quality management, compliance, security, or regulatory purposes.
Read this article to learn about the scenarios in which an organization would benefit if recording company calls. Today, however, we will focus on the use of call recording for compliance purposes.
What is call recording compliance?
It is the process of ensuring that the recording of phone calls is legally compliant with state/international laws, and regulations. Companies from highly regulated industries, such as finance, health or insurance, tend to benefit more from this usage of call recording.
Being aware of the legality of this process across the areas you are working with is crucial. Organizations must keep in mind that laws vary by state, country or region.
Compliance recording is not a novelty in highly regulated industries; however, it has gone through a significant evolution. This is done to keep up with regulatory obligations that are more complex each time, from data capture to surveillance and reporting.
Usage of call recording for compliance purposes
- Comply with laws and regulations that apply to certain industries, such as finance and insurance (like the PCI-DSS, the new GDPR and MIFID II regulations)
- Back up your employees or prove your customers right during a conflict
- Use records as evidence in case of facing a legal dispute
How to choose a call recording platform?
Here are certain features that you should seek when choosing which call recording platform to use.
- Role-based and multi-level access control
- Secure authentication procedure
- Complete audit logs
- Data encryption
Call recording is a powerful tool; however, it should not only be seen as a platform to gather evidence. As a company, we must be on track with the law, and call recording allows this.
Compliance recording in Microsoft Teams works seamlessly with new technologies, as it is flexible and scalable. This feature completes your Teams voice deployment and allows you to choose between company, department or individual recording modes.
You can contact us for more information about our call recording services and project scope. Our team of experts is here to help.
