Call monitoring is a business practice that involves recording and analyzing phone conversations between an organization and a customer. It is done to maintain compliance with relevant rules and regulations and quality control for communications.
This comprehensive guide to call monitoring will break down key details in a way that is easy to understand and implement.
The Importance of Call Monitoring
There are many reasons why businesses must monitor call Signal, WhatsApp, and other telephone platforms, most of which are due to legal factors:
Regulatory Compliance
Regulations like HIPAA and organizations such as the SEC and FINRA shape how businesses operate, specifically on how communications and data are handled. When ignored, companies can face hefty penalties and legal repercussions.
Call monitoring assists in maintaining compliance with these regulations and authorities. Strong monitoring practices and policies adhere to these rules, protecting businesses from financial and reputational damage.
Reputational Protection
Poor or the lack of effective call monitoring practices can directly impact a company’s reputation. On top of legal consequences, data breaches and other related threats provide customers with a negative view of the business.
Elements of an Effective Call Monitoring Program
An effective call monitoring program is defined by three essential elements: technology, policy, and security.
Choosing the right call monitoring technology is vital to the program’s success. Multiple options are available depending on the company’s specific needs and structure, two of which include cloud-based and on-premises systems. The key is to work with a reliable partner capable of providing powerful call monitoring software.
Call monitoring technology must also be backed by a comprehensive policy. This policy must cover recording methods, frequency of monitoring, and notification procedures.
All data recorded from call monitoring sessions are to be kept securely and in compliance with relevant laws. Besides ensuring the security of the data, proper data disposal must also be considered.
Call Monitoring: A Necessary Step to Safe Communications
Businesses often forget that data exchanged on their communication platforms must be protected and recorded. As messaging becomes easier between two parties, proper monitoring is now more important than ever to preserve the integrity of information and the company’s reputation. Taking action now will ensure that compliance efforts are effective.
