Call recording is an integral part of business today. Recording calls to monitor agents’ performance helps to ensure great customer service. Call recording from BCH Solutions will help you manage your service, meet regulatory requirements (GDPR and MiFID II) and maximise performance.
GDPR will undoubtedly impact the way you record calls. The regulations require consent from each caller, unless calls are recorded for specific regulatory purposes, financial for example. Using BCH Call Recording solutions will protect key areas of your contact centre operation by ensuring that you continue to record phone calls in a compliant manner.
We achieve this by playing a fixed and immutable ‘opt in to record’’ prompt at the beginning of every call: the customer has the option to select whether they consent to the call being recorded or not. This is time and date stamped. It is available for your records and will safeguard you against possible future disputes concerning a particular customer’s data. Of course, all recordings can be readily and securely searched for and retrieved via our Web Portal.
With MiFID II we offer a full range of compliant solutions with the ability to record all calls together with full log-in access to the same, as well as encrypted long-term storage.