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Mobile Call recording best practice

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Mobiles are a ubiquitous presence in our lives nowadays, whether at home or at work. This ubiquity means that it has become extremely difficult to prevent business users from using their mobile for work alongside other devices, such as fixed phones. The convenience of using a mobile, whether issued by the employer or not, is simply too much. As a result, many organisations are trying to bring mobile devices within their policies, so that they can effectively manage them and ensure that users do not contravene company guidelines.

Of course, the introduction of new regulations with which companies must comply, such as MiFID II, which is applicable to the financial services industry, complicates matters further as, for example, MiFID II explicitly requires companies to record all dialogue they have between employees and customers – which also means conversations held over mobile phones. In parallel, many companies use call recording for staff training and quality assurance programmes. So, there’s an urgent need for many to address this issue and to develop new, best-practice rules to govern the use of mobiles – and, in particular, how to manage call recording on mobile devices.

It’s not just compliance though. There are many other reasons why call recording has become increasingly commonplace – recordings can be used to enhance training, to develop skills and to boost performance. Put simply, many businesses can benefit from standardising the practice of recording mobile calls. So, whatever your motivation, chances are that your business is or has paid serious attention to the issue – and it may now be a pressing concern.

If that’s the case, there are many things to consider. In this article, we outline some handy tips for achieving mobile call recording best practice, to help you make the right decisions.

You can’t really avoid mobiles

Some businesses had strict policies that limited the use of mobiles, but it’s becoming increasingly difficult to enforce such rules. People are people and will default to mobile, just as they do outside work. With a few exceptions, it’s simply unrealistic to just ignore the problem or brush it to one side by claiming that use of mobiles contravenes company policy. If an employee breaches these rules and conducts a conversation over a mobile, the business is responsible. Far better to get things right from the beginning and include all mobiles within a comprehensive recording policy.

Get employee permission

Calls may be legally monitored or recorded if a business has permission from the employees who will be participating on the calls. So, it should be standard practice to ask all employees who participate in calls to sign a document acknowledging that they have been notified that their conversations may be monitored and recorded.

Employers must also seek the consent of employees before they can lawfully monitor telephone conversations. To listen to your employees’ telephone calls without their consent could be a breach of data protection legislation. So, keep in mind that monitoring can be seen to be intrusive and employees have a right to expect certain levels of privacy, even at work. Clear disclosure is the best approach to mobile call recording best practice.

Include a disclaimer for all calls

At the beginning of any phone call, all parties should be advised that the call will be recorded and / or monitored. Keep in mind that you must provide an option to opt in, so that participants can give permission for the call to be recorded or monitored.

Educate staff on compliance

Since compliance is complex, it makes sense to teach your employees the rules which are applicable to your business. Basic training should include written standards for employees, explaining how to handle sensitive information (credit card numbers, bank details, addresses, etc.) in line with mobile call recording best practice.

Use call scripts

Leave less room for mistakes by making use of call scripts. Training employees to follow call scripts and workflows helps minimise human error and will reduce your overall training requirements.

Use call recordings to train staff

Many employers use recorded calls as a means of reviewing staff performance. When reviewing recordings with employees, stay positive as much as possible. With the positive intent, staff who deal with customer calls can be trained to improve, giving them better job satisfaction and resulting in them offering better service to your customers.

Rather than pointing out any mistakes, focus on encouraging staff to reflect on their own performance by asking them how they would feel if they were the customer and had received that service. A great way to help employees improve is to review good examples from prior calls. If an employee made a great sale or handled a difficult call well, use that as part of staff training and feedback.

Review stored data

Periodic reviews of your call recordings and recording practices is imperative. Regulations change often and failing to comply or forgetting to review can cause huge problems for a business. Make sure you have a call recording retention policy and regularly monitor recording retention guidelines to ensure compliance.

Mobile call recording best practice must extend to technical issues too. Let’s now turn to a few of these.

Include opt-outs for employees

While business calls to and from mobiles may need to be recorded, it’s inevitable that employees will also take personal calls on their devices from time to time. Mobile call recording best practice means that you should make sure that employees can white-list calls from designated numbers (home, family) so that they can be excluded from automated recording.

Make it easy

People shouldn’t have to take any step to activate the recording. It should be taken care of, without any further intervention. So, once the policies have been agreed and established, the process must proceed smoothly and without interruption.

Make it secure

Mobile call recording best practice demands that recordings are securely and safely stored, often for a number of years, depending on regulations. They must be protected from unauthorised access and in tamper-proof conditions. That depends on the right partner.

Make it flexible

If you want to be able to exclude certain designated numbers, then you need to be able to control the mobile call recording service. Secure administrative control to the service through authorised employees will allow you to achieve this.

There’s a great deal to consider when deciding on how to approach mobile call recording best practice. Some of it is cultural, some technical. But however you approach it, if your business needs to adopt a mobile call recording solution, you need the right partner to help. Touch Call Recording as a Service can help ease the burden of call recording and regulatory compliance. Get in touch to find out how!

Written on 12 September 2019
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