Many financial companies have created voice/call recording mayhem for themselves by surrounding themselves with multiple voice recording solutions, but there is a way out of the software jungle explains Richard Mill from Business Systems
Voice recording is a critical core compliance for financial services companies and should be straightforward – yet many companies have muddied the waters by acquiring different voice recording systems over time in different regions. These are often outmoded and incompatible, which is creating a real dilemma in terms of management, regulatory compliance,costs and operational efficiencies.
The ability to retrieve voice recordings quickly and efficiently is essential if there is an audit, a compliance request or a customer dispute for example. In spite of the implications, many financial services companies have made it difficult for themselves by allowing departments to use multiple voice recording software solutions, resulting indisparate data silos across the organisation. In addition, they have often failed to consider scalability, storage and the huge impact a disruption in service could have on their business short and long term.
Today unification of both live and achieved call recordings is essential in achieving compliance and operational efficiency, and despite the disparate technology that has proliferated, help is at hand through the use of sophisticated federating software providing uniformity of control and access across the estate/enterprise.
The rest of this article can be found exclusively on the Finance Digest website. Check out the rest of the article - ‘How to find a way out of the Call Recording Jungle‘.
Publish Date: September 18, 2019 5:00 AM
Charlotte Purvis is a speaker and communication consultant who has influenced an average of one million customer interactions each year for over 20 years. She consults, trains, and speaks on customer service, business communication, and leadership development for global companies, universities, and community organizations. She practices what she teaches as evidenced by nearly 100% of her engagements coming from repeat or referral business.
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