Things To Do When Capturing Voice Calls In Your Business

Even though enterprise text messaging is considered to be the fastest growing trend in enterprise mobile communications, we cannot ignore the fact that a substantial number of  employees are still making use of voice calls to communicate with customers and their colleagues. Most financial companies allow their employees to use their smartphones to make business-related calls. These companies need to have clear policies and systems in place to make sure that they remain compliant with the various voice call recording regulations.

If you decide to capture voice calls as a way of improving your business operations, there are various things you need to do.  First of all, you need to notify the caller that you are about to record them. Whether you are using a personal or company-owned device, it is imperative that you notify the caller that you are going to record the call for compliance reasons.  If the caller continues to call, it shows that they agree to the recording. You can notify the caller through a pre-recorded prompt that broadcasts the terms and conditions of the voice call recording, which require the caller to continue by pressing a certain key on their mobile device.

Another thing you need to do when you decide to capture calls in your business is establish clear standards for data access. You need to make sure that only authorized people can access the database, for instance those that store information related to order records, customer’s financial information as well as employees correspondence across all channels. Remember that regulators insist on the protection of data and its privacy, which may include details that are seemingly minor such as customer’s phone number and address. Having clear standards will reduce the risk of confidential data being accessed by unauthorized individuals.

For more information on what to do when capturing voice calls in your business, visit our website at https://www.telemessage.com/