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Achieve Compliance Using Call Recordings and Speech Analytics


It’s pretty much standard operation procedures these days – businesses record calls with their customers. Recording calls provides an archive of invaluable information for the business, and can come in handy if there is ever a reason to go back and research what was said during a particular call with a particular customer.

That leads me right into making sure your business is compliant when they are recording, listening to, and sharing recorded conversations with their customers. I found this article in Connections Magazine’s July/August issue, which gives a great overview of 10 ways to make sure your business is compliant with regulations when it comes to call recordings.

Here is a run-down of the 10:

1) Store, organize and preserve call recordings in a secure central repository; on-site, remote, in the cloud, or a combination works.

2) Provide authorized employees with easy access, search tools, and a predefined way and place to save call recordings.

3) Use encrypted streaming for the highest level of security when accessing recorded calls.

4) Share recordings using links and not files, it is more secure.

5) Restrict information access by using a combination of call data, account code, and other criteria.

6) Utilize digital watermarking, which provides the ability to verify and prove that files have not been altered. This is essential in legal situations.

7) Allow users to tailor how call recordings are stored, staged, and purged based on a variety of criteria, such as account code, extension, and caller ID.

8) Implement automatic storage and purging based on unique criteria to ensure uniform practices, rather than requiring tedious and inefficient manual review.

9) Use an archive database to enable authorized users to instantly search and access recordings. Speech analytics solutions in place will make it much easier to search every recorded call for specific keywords and phrases, which eliminates having to search manually. The ‘audio mining’ technology and audio player will put a visual marker on the exact point in the call where a keyword or phrases is said, also eliminating the need to listen to every call in its entirety.

10) Create custom archiving rules based on call data and implement a media management functionality that allows users to further restrict and control information in individual call recordings on an as-needed basis to ensure instance-by-instance regulatory compliance, such as call slicing, merging and redacting, and call-segment exporting.

Read the full article, then contact us to learn more about how speech analytics technology can help you mitigate risk, ensure compliance, reduce attrition rates, and improve overall business operations and performance.

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