Organizations in highly regulated industries are required to comply with call recording and supervision requirements. In order to fully satisfy these requirements, financial firms and organizations in the public sector must, not only invest in enterprise mobile archiving solutions to capture voice calls, but also in speech-to-text solutions to monitor phone calls proactively.
As discussed in our previous posts here and here, speech-to-text capabilities allow regulated firms and organizations to process the recorded phone calls of their employees to mitigate potential risks of non-compliance, for example illegal trades, confidential information sharing, deficient client transaction reporting, and more. It’s also a vital tool that can help identify opportunities that could enhance client experience and improve business growth of the company.
In order to effectively monitor phone calls using speech-to-text analytics, organizations must implement several technical strategies with regards to maintaining the quality and accuracy of the voice call recording.
Read on as we discuss in this post best practices that will ensure quality speech-to-text output for your call monitoring compliance efforts.
Use a Speech Analytics Software That is Compliant With GDPR
In order to monitor phone calls effectively, it is a baseline to use a speech analytics software that can process audio recordings with high sampling rates and lossless compression encoding.
However, in today’s post-GDPR age, it’s not only crucial to have an advanced speech analytics capable of transcribing high-quality voice call recordings, but also its compliance with relevant data protection and privacy laws.
The GDPR requires companies and organizations processing call recordings to have an “appropriate and organizational measures to demonstrate that processing is performed in accordance with the regulations.”
One technical capability to look for in a compliant speech analytics system is real-time detection of potential sensitive information that the GDPR deemed as personal data, that is information related to an identified or identifiable natural person, such as a name, identification number, location data, or address.
Choosing a speech analytics framework with this capability should allow you to monitor phone calls of your employees with their clients, proactively identify and classify sensitive data, and ultimately protect the data as per the GDPR standards.
Don’t Record Long Phone Calls in Mono
Combining the two speaker channels (your employee and customer, for instance) into a single channel does not necessarily affect the accuracy of the recognition. However, if the call recording involves both speakers simultaneously, recording in mono channel can result in quality degradation.
If possible, capture the voice calls on separate channels in order to conduct a more accurate analysis on the recordings. But in calls where only mono recordings are available, you need to establish a strategy to identify the colloquialisms in which an employee might express a behavior differently from another employee or customer.
See If Your Call Recording Solution Can Capture Higher Quality Recordings
If you have TeleMessage as your voice call recording solution provider, you need not worry if your current setting doesn’t match the minimum requirement for speech-to-text processing.
By default, TeleMessage captures and records voice calls as an MP3 file formatted in mono (one channel), 16 bit at 32 Kbps. Businesses that intend to use the recording for further processing can request higher-quality formats and optimized configuration for more accurate speech-to-text output.
Contact us today to learn more on how our Mobile Archiver solutions can help you monitor phone calls, mobile SMS, WhatsApp messages, and other mobile channels in your organization.
