Call Recording Compliance

With the emergence and acceptance of homeworking, organisations are now constantly on the lookout for solutions to help them remain compliant. And Microsoft Teams Call Recording is among those solutions. Microsoft Teams as a platform has transformed the way millions of organisations work. It has enabled Team communications, supporting internal and external collaboration. With one application, Microsoft Teams can support multichannel communications including: Chat Video Voice Calling Document Sharing However, with the emergence of new communications technology, also comes the...

As voice recording systems reach end of life, banks must find a way to preserve the recordings and the voice data integrity, so they remain accessible for regulatory retrieval purposes. The typical approach involves migrating the legacy voice recordings into a new voice recording system which can be a bit like putting a square peg into a round hole – it cannot be done in its entirety without changing the original format of the data, an unacceptable compliance risk. But...

Call Recording Support - What You Should Be Receiving From Your Supplier Many organisations such as Financial Institutions or Contact Centres implement and manage call recording solutions to ensure compliance, improve the customer experience and reduce business costs. For contact centres, for example, call recording plays an important role in their call centre software operations. The benefits of call recording are well known, ranging from ensuring compliance for organisations who are legally obligated to record calls, to coaching and training...

Failing to comply with regulations does not just affect the reputation of a business, which can lead to loss of profit and market share; it personally affects those in charge of the business. In a world where super-size fines no longer shock or deter bad practices, regulators have moved on to using a wider range of measures to ensure compliant behaviour from both firms and individuals. A Global Survey on Reputation risk by Deloitte, found that responsibility for reputation risk...

Gambling is one of the most scrutinised sectors as large amounts of money are being moved daily. New data released by the UK Gambling Commission reveals that the gambling industry has never been healthier, with Britons spending over £3.6 billion on online gambling, £3.3 billion on the National Lottery and £3.2 billion in betting shops. Online or remote gambling has gained tremendous traction over the past decade, with advanced platforms, intuitive user interfaces and advanced self-serve capabilities. Still, the phone...

Insurance Sector: An industry ripe for Interaction Analytics  Transparency, Fairness, Competition. These are the 3 predominant forces that are shaping the increasingly competitive landscape of the insurance sector in the UK. Regulatory bodies like the Prudential Regulation Authority (PRA), the Competition and Markets Authority (CMA) and the Financial Conduct Authority (FCA) are making sure that these elements are being observed by both the established ‘high street’ Insurers as well as the increasing number of new entrants. So today, within this...

How to record mobile phone calls There are many different options available to choose from when deciding how to record mobile phone calls. Which solution you choose to go with is dependent upon different factors including user requirements and budget. Here we list a few options for you to consider when deciding how to record mobile phone calls. To find out more about Mobile Call Recording, check out our article:The Evolution of Mobile Call Recording In Network Recording Network based mobile...

What is Call Quality Monitoring?  Call Quality Monitoring is when an individual or organisation takes the time to listen to and evaluate the phone conversations taking place between staff and customers in order to improve call handling, customer service, loyalty and revenue.  If an organisation has a call recording system in place these interactions can be reviewed by playing back the recorded calls. Where there is no call recording in an organisation, calls can be listened to and evaluated manually through live...

"Calls may be recorded for training and quality purposes" - It's a phrase we've all heard when calling a company or organisation, but do you know what it entails, and what these recorded calls are used for?   Call Recording is something most people are aware of, however, not many are familiar with why organisations record those calls and what happens with those recordings after they are captured. 6 Reasons Why Organisations Record Calls Staff Training and Development It's a competitive world...

The City Regulator has been tough on issuing fines for compliance recording in the last few years. In fact, they have issued fines for several reasons ranging from compliance recording, misreporting of transactions and anti-money laundering failings. It’s a volatile world out there, and the failure to manage risk appropriately for many financial institutions has been costly. Let’s set the scene. According to the Guardian, the City regulator imposed more fines on companies in the first half of 2019 than...