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How to record calls on an Apple iPhone

Apple’s iPhone has become a global phenomenon and, while popular with consumers, has also become popular with enterprise and business users. Many businesses need to record calls, for compliance, training and quality assurance purposes – the only way to record calls for business purposes is through network-based solutions. Read on for more.

The use of mobile phones in a business environment has become standard. Businesses equip employees with mobile devices for many reasons.  They give workers the flexibility to communicate with customers, wherever they are. Business partners and associates can reach them at any time. Employees can respond to customers quickly and solve problems before they escalate.

Mobile phones also enable mobility for staff who travel for work and remote working when required. A recent study showed that productivity can increase by as much as 13% when employees work from home[1]. Mobile devices allow companies to get through unexpected events where the flexibility to work from any location is crucial. But, the prevalence of mobile phones in enterprises has consequences beyond responsiveness and flexibility.

Businesses record calls for a number of reasons ranging from compliance with regulations, to quality assurance and training. If workers are using mobile phones to make calls, then a business should have the ability to record calls on those platforms. With the iPhone being a dominant player in the mobile phone market, it is vital for a business to be able to record calls made on these devices.

How to record calls on an iPhone

There are several options for individuals looking to record personal calls on iPhones, but the most common method is to use an app.

These apps work by utilising 3-way calling. In other words, the caller should add the recording service as a third-party to the call. Some of these apps are free while others require a fee to use them.

While there are no technical restrictions barring organisations from using the same apps, there are several reasons not to.

Disadvantages of apps

Call recording apps on the iPhone have several drawbacks. Some of them include:

  1. Users can control when to record calls. It means employees can decide not to do so, either by mistake or deliberately.
  2. Recorded calls are stored locally on the device. A business can lose access if the device is lost or stolen. Users can delete the recordings if they so choose.
  3. Insecure methods of storing recorded calls mean the organisation does not control who can access the recorded calls. There is no way to ensure only authorised personnel can retrieve recordings.
  4. Users can uninstall the app from their device completely. The company may not have the option to disable this feature.
  5. Recording calls needs user intervention. The process is not seamless or easy. Often it takes multiple steps to start recording a call.

Businesses can also opt to purchase recording hardware that works with iPhones. This method is cumbersome as users have the carry the device with them at all times. Managers may not know in advance who needs one, so it can be risky to leave anyone out. It is also an expensive proposition, especially for organisations with a lot of employees.

Requirements for recording business calls

Any application or service that offers call recording for businesses needs to fulfil several criteria. First and foremost, it must meet compliance requirements for those clients who need it. These regulations also have several provisions that businesses should adhere to such as storing data for a specific number of years.

The process to record calls should be quick, easy, and under the control of the organisation. Users should not have the option to disable call recording. Apart from recording the actual call, metadata such as timestamps and call duration should also be captured.

The Touch call recording service fulfils all the above criteria and offers other benefits as well.

Touch call recording for iPhones

Touch provides call recording as a managed service which means companies do not have to purchase any extra hardware or software. Whether a business uses fixed lines or mobile phones, the Touch Call Recording Service records all calls.

The Touch Call Recording Service offers an excellent option for businesses to record calls. The solution integrates with the mobile operator’s network, so the recording process is seamless. It means there is no app to install or buttons to press to start recording calls. A business can ensure all calls are recorded with no room for errors.

Recorded calls are securely stored, and businesses can authorise selected personnel to access them. The service meets all IT security requirements. Additionally, businesses can use Touch to record calls made over fixed networks or other enterprise channels. Lastly, the Touch Call Recording Service complies with major legislation such as GDPR and MiFID II which is a concern for most businesses.

 

[1] Harvard Business Review

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