Call monitoring is the process of tracking and analyzing customer phone calls. Still, it has expanded to include customer service interactions across multiple channels such as live chat, SMS or MMS texting, and social media. It includes various features a user can utilize, like making them record text messages.
In addition to performing quality assurance on incoming conversations, it can monitor outbound calls. Call monitoring is essential to determine whether the agents are providing customers with what they require. Moreover, good call monitoring software will allow users to listen to recordings, authorize administrators to observe calls in real time, and transmit messages to agents during live calls.
Due to the recent misconduct involving the use of various mobile channels for illegal activities, these factors have prompted corporate executives and key regulators to demand that compliance officers demonstrate greater control over internal communications within the organization. This includes stricter text archiving rules for various media, like WeChat fines and a more effective call monitoring system.
Vague Compliance Objectives Due to Changing Regulations
One of the most critical concerns for communication compliance experts worldwide is the quick emergence of new rules and regulations that have upended their old systems and procedures.
For example, the General Data Protection Regulation (GDPR) requires organizations in and outside the European Union that handle EU people’s data to get user permission before processing it, such as before recording phone conversations. Another example is the new and modified MiFID II call recording standards, which require enterprises to record phone conversations in the greatest possible quality.
These new rules create a significant challenge for compliance officers because they test their current technical capabilities and disrupt their command line. Because these requirements involve overlapping privacy and archiving standards, chief compliance officers have difficulty delegating the role to the correct individual with significant competence and experience in both disciplines.
Call monitoring improves customer interactions. Learning about compliance officer strategies for the changing text archiving and call monitoring landscape could help monitor and mitigate risks surrounding communication compliance effectively.