Financial organizations are not only under pressure from regulatory authorities to put in place effective policies and systems for mitigating cybersecurity risks and potential breaches, but they also have other core competencies that they are supposed to meet. They are supposed to capture voice calls that are business-related and archive them in order to stay compliant with archiving regulations.
When you capture voice calls of customers in your business, there are various financial industry best-practices for voice recording that you are supposed follow. One of them is notifying the caller that they are being recorded. No matter what device is used, be it a personal device or company-owned device, it is very important for your employees to notify the caller that their call is going to be recorded for compliance reasons. If the caller does not hang up the call, it implies their acquiescence to the recording.
The easiest, and probably best way to notify a caller that their call will be recorded is to play a pre-recorded message that broadcasts the terms and conditions about the call recording, whereby the caller is supposed to press designated key on their device to continue. No matter the recording method that you decide to use in your company, it is very important to be transparent, especially to your customers, about the how and also why the call is being recorded.
When customers know exactly what is being done by their conversation, it helps foster a deeper level of trust. Moreover, when you capture voice calls, it can help clear the name of your company in the event of any dispute that may come up during the transaction.