TMCnews Featured Article
March 21, 2011
Majuda CallTracker Ensures Compliance in Enterprise Call Recording
By Susan J. Campbell, TMCnet Contributing Editor
Enterprise call recording is an important tool for any organization to employ as it provides a great platform for tracking performance, archiving customer information and achieving streamlined issue resolution. Like other technology platforms, enterprise call recording demands compliance, yet compliance poses challenges of its own.
A recent white paper explored these issues, particularly the cost of compliance with enterprise call recording. And, while the activities and platforms necessary for compliance can be costly, the legal and public-image risks associated with non-compliance could be even higher. The good news is that advanced technologies are available to help improve compliance results and reduce the potential risks, all while lowering the overall cost of compliance.
One division of the organization that tends to be well-versed in the area of enterprise call recording is that of the contact center. Management within the contact center has employed specific monitoring technologies for some time to monitor agent performance, recording conversations with customers and measure overall performance. Such practices aim to ensure agents are following defined procedures and to provide proof that can be used to avoid potential liabilities.
Businesses today struggle with compliance management in enterprise call recording simply because they are trying to provide customers with superior service. At the same time, they are also conducting their activities in an environment that is becoming increasingly subject to external regulations and oversight. Compliance management can be frustrating when requirements can originate from multiple sources.
Federal regulations include Sarbanes-Oxley, the Health Insurance Portability Accountability Act (HIPPA) and the Equal Credit Opportunity Act (ECOA). States may also have their own regulations and those companies operating internationally will face regulations in other countries. Private organizations also implement their own regulation guidelines that are increasingly being adopted throughout their respective industries.
As of late, there have been some obvious trends in the area of enterprise call recording, including a shift from partial recording to achieve quality assurance, to 100 percent recording to drive compliance management. Companies are also increasing the retention time period for captured interactions beyond the stated minimums and focusing on performance management as a formal method for recording and monitoring.With these trends and the increased focus on compliance, there is a growing demand for solutions that enable the organization to effectively monitor activities to ensure compliance.
Majuda offers a CallTracker solution to respond to this demand. The company also delivers a Voice Suite to provide liability recording and policy compliance.Companies already have their reputation on the line when it comes to enterprise call recording – Majuda can help them ensure their reputation is protected and their liabilities minimized.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Juliana Kenny
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