Capture and Monitor Phone Calls: Steps To Prepare Your Business for Call Recording Implementation

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Recording and monitoring phone calls is one the most highlighted requirements in many electronic communications archiving regulations, such as those mandated by the FCA, FINRA, and MiFID II. Unlike archiving texts or capturing WhatsApp chats, recording voice calls is a more complicated task considering the plethora of factors that must be considered to ensure its compliance with existing privacy laws, as well as to ensure its quality for efficient speech-to-text processing.

To meet these compliance and technical requirements for voice call recording, it is vital for every member of the organization to be prepared when a call archiving solution is soon to be implemented.

In this post, we will discuss the strategies that you can use to ensure that your employees are ready and will support the implementation of a mobile call recording solution in your business.

Demonstrate the Functions of the Call Recording Solution

Prior to the implementation of the mobile call archiving solution, it is imperative for the IT department to first educate the employees about its functionalities. Depending on the deployment model of the solution (on-premise or in the cloud), you might have to explain your hardware or software configuration to employees to help them understand how their calls are being recorded and monitored.

Also helpful are vendor web explanations of how call archiving works; so that employees can have a better understanding of the advantages of the software. But most important is to physically demonstrate to your staff the solution at work. This way, they can be more comfortable with how the organization uses the service for their benefit.

Explain Why Recording and Monitoring Mobile Calls is Important

It’s also vital to share the motivation as to why your organization must record and monitor phone calls. While each business might have its own rationale for doing so, the common reasons for mobile archiving include: regulatory compliance, personnel training, supporting court case and eDiscovery, and retention of corporate memory.

It’s also important for key personnel to understand best practice when it comes to capturing and monitoring voice calls, and to communicate those strategies to the rest of the organization. Doing so is a cornerstone for establishing a culture of compliance in the workplace.

Educate Employees About the Laws Circumscribing The Legality of Call Recording

All employees must be cognizant of state and federal laws governing call recording. In the business setting, the federal law (18 U.S.C. Sec. 2511(2)(d)) allows the employer to record phone calls that took place on company-issued devices even without getting the consent of the employees.

In cases where the employee makes a call to an outside party residing in a state with two-party consent laws (for example, customer or supplier from California) using the company-issued device, the company should be able to notify the outside party that the call will be recorded.

Discuss When Their Calls Will Be Recorded

All employees should be informed on when you will capture and monitor their phone calls. It’s typical for heavily regulated organizations such as financial services companies and government offices to record phone calls in any instance – outgoing, incoming; personal, or business-related – as it is implied or explicit in the organization’s governing compliance recordkeeping regulations.

To ensure their peace of mind, inform them on how you plan to protect their voice call recordings. It is critical to ensure that only authorized users can access the archive database. Bear in mind that regulators emphasize the protection and privacy of data – which could include details as seemingly minor as employees social security number or their client’s mobile number.

The TeleMessage Mobile Archiver effectively addresses compliance, regulatory, and eDiscovery response requirements and reduces risks for organizations that are required by the law and industry regulations to record and monitor phone calls. Our solution is equipped with voice call archiving capabilities that capture and record employee mobile phone calls, as well as text messages, emails, WhatsApp chats, and other types of mobile content. All the captured data are securely and reliably retained within TeleMessage servers or forwarded to an archiving data storage vendor of your choice.

Our mobile archiving products securely capture content from mobile carriers and mobile devices for a variety of ownership models (BYOD, CYOD, and employer-issued). With our multiple archiving solutions, you can always find the right tools or blend for your requirements:

TeleMessage offers cross-carrier and international mobile text & calls archiving for corporate and BYOD phones. Contact us today to try our mobile archiving products

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