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5 things you need to know about mobile call recording

5 things you need to know about mobile call recording

Your business may or may not be one which is legally obligated to record its calls – but, whether you are or not, mobile call recording can benefit your business in many ways. In this blog we will outline 5 things you need to know about mobile call recording for your business.

1 - Mobile call recording can help ensure your business complies with key industry regulations

Does your business need to be compliant with MiFID II regulations? Would you like to be able to easily comply with the General Data Protection Regulation (GDPR)? Do your employees use their mobiles for work calls? If so then you may well be obliged to make sure that these calls are recorded. Ensuring that all mobiles in your organisation are covered may sound like a daunting task, but it need not be.

The simple fact is that it is now standard practice for employees in almost every organisation to take business calls on multiple devices - most of us use laptops, tablets, desk phones and mobile phones in a standard working day. As a result, it is increasingly important for businesses to secure the ability to easily and effectively manage call recording for multiple devices, including mobiles.

2 - Mobile call recording can help with customer service and performance monitoring, even for remote employees

Of course, quite apart from ensuring compliance with regulations, there are additional benefits that can be secured through the adoption of a mobile call recording service. You may wish to record calls in order to improve customer service, train employees, and monitor performance. All businesses must do their best to offer outstanding service, whether a customer is calling to place an order, make a complaint, or for technical support. Good customer service goes a long way.

Research from IWC, International Workplace Group, has found that 50 % of employees globally are working outside of their main office headquarters for at least 2.5 days a week. So, with increasing numbers of employees working flexibly and from their main office, it is more difficult to observe and track performance. It’s entirely possible that, for example, a complaint might arise when an employee talked with a customer using the mobile. If there is no record of the relevant conversation and dialogue, then it can be difficult to investigate the matter thoroughly. With a mobile call recording service such problems could be easily resolved by accessing the recording.

Similarly, opportunities to capture and learn from conversations may be missed, undermining efforts to refine best practice to assist others in their training and development. Ensuring that mobiles are covered means that all conversations, all the time, can be captured so that businesses benefit from continuous performance monitoring and improvement programmes. Of course, this raises the issue of active consent, through which customers have to accept that the call can be recorded, which is applicable in all cases – except where employees are regulated by MiFID.

3 - Mobile call recording can assist with staff training

With a mobile call recording service, you will be able to simplify the process of training both existing staff and new recruits by analysing their call recordings. You can ensure that they can be given demonstrations of all calls that demonstrate customer service excellence and ways to handle difficult calls. In fact, many call recording services offer integrated capabilities to help with this process.

Touch Quality Management Service, for example, is an additional service that provides an automatic, structured way to train personnel to improve their customer interaction skills over the phone. The service includes traditional as well as modern self-training features and allows employees to replay their own customer calls to evaluate their performance against templates and scripts.

4 - It’s not just mobile voice - messaging is important too!  

Of course, mobile users don’t just use voice, they also use messaging to communication with colleagues and customers. It’s a quick, easy and convenient channel, which bypasses voicemail and queues.  So, if an employee uses a mobile, it’s not just voice calls over the mobile network that need to be covered, messaging from the mobile device should be included in any recording programme.

In addition to a seamless, uninstructive service, Touch Call Recording as a Service also extends to cover other mobile messaging, ensuring complete coverage for your team and organisation.

5 - Mobile Call recording should also be OS independent.

OS independence is essential because you don’t want to restrict your call recording solution to just one kind of device. Touch Call Recording Service is OS independent. This means that your employees can utilise any device – subject to the mobile network – from Android, Apple iOS or any other OS. This removes the added expense of ensuring that all employees must possess a mobile which is compatible with your call recording service.

In addition to being OS-independent, there aren’t any applications to install: as long as you are on a Touch certified mobile network, we manage your call recording with no intervention – which means that there’s no IT investment, saving time and money and ensuring that you team can just get on with their jobs.

If any of these are points are relevant and meaningful to your business, then you almost certainly need to consider mobile call recording. With Touch Call Recording Service, we take care of this at a network level. There is no application to install and no user intervention required. We make compliance simple for businesses in a single, comprehensive solution. Get in touch today to see how we can help you with mobile call recording!

Written on 17 October 2019
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