Before analyzing the main reasons why you should invest in a compliance recorder for your customer service department, let’s shed light on what it is. You may have already heard about this type of recording system but probably it is not so clear the relevance of adopting it instead of a recorder that is not compliant.
A recorder is compliant when it allows collecting conversations legally meeting the latest international and national laws about privacy and security (e.g. GDPR and MiFID II). It may be required to store conversations for a certain period of time in the same country where they are made and then deleted. This recorder makes it possible.
It also ensures secure archiving through file encryption, file marking proof against tampering threats, and customizable file access.
The process of capturing conversations should meet all the laws of the areas of the parties involved. Regulations change from country to country and state to state. In the US, for example, it is allowed to record calls as long as one party permits it, but in other countries, both parties’ recording consensus is required before the recording starts. It’s the responsibility of companies to keep up with these regulations and practices.
Certain markets have their specific recording requirements related to the nature of the data involved in the conversations. This regulatory compliance affects for example the finance and the healthcare environments.
In addition to these external regulations, companies should also internally want conversations to be reliably recorded and securely stored in their preferred storage. Both company representatives and sales departments can benefit from archiving conversations because it allows them to collect valuable information which helps to ensure a high-quality service (find out why it is so important here). This implies adopting a recorder that is flexible enough to adhere also to these specific internal policies, which are called “corporate compliance”.
Related to this topic, it is also important to highlight that most communication and collaboration native recorder does not comply with the necessary regulations for some industries. To securely archive them fulfilling these requirements, companies need to adopt a third-party compliance recording system integrated with these platforms. This increases the spread of requests for this UC solution.
Being sure to respect the recording requirements is an essential aspect to keep in mind because steep fines are provided for those who violate these laws. In case of litigation and external investigations, companies should provide evidence of having recorded just the conversations they are entitled to store. For this reason, a periodical verification of the recordings, through dedicated analytics solutions, should be considered by managers. It helps companies prepare for compliance audits by:
- being on alert for any potential risks and preventing them,
- improving breach risk management processes to promptly rectify them in case of violation.
Would you like to adopt this recorder? Contact our experts, they will explain to you the main features that best address your needs and they show you how it works.