Compliance recording for Microsoft Teams call queues – what’s changed?

A growing number of companies are using Teams to provide customer support or to handle inbound call distribution. While providing the required ACD capabilities, Teams also offered some inconsistencies when it came to handling recording for calls held in queues. These included the duplication of announcements to callers, as well as occasional dropped calls.

As a result, user experience was negatively impacted – and customer satisfaction measures impaired. However, Microsoft has now resolved these issues in the latest Teams updates.

In this article, we’ll review how these issues have been solved and how Touch ensures that our compliance call recording solution is fully aligned with these changes.

Multiple announcements negatively impact customer experience

Announcements are played to callers to notify them that their conversation will be recorded. That’s fine – and perfectly in-line with best-practice and privacy protection requirements.

But with previous versions of Teams, these announcements could be played several times when calls are handled in queues. First, when the call lands in the queue and then again when it is transferred to an agent.

When Microsoft introduced the Teams conference mode, these issues were resolved. That’s because calls were added to a dedicated meeting room while waiting for an agent to become free.

All well and good – but this was not compatible with compliance recording – so, the solution was not suitable for many companies in the financial services sector.

Until now.

Record the queue, not an individual agent – so cover the call from start to finish

The recent update to Microsoft Teams now enables certified vendors — like Touch — to provide robust, reliable compliance recording for this conference mode.

Customers using Teams call queues can now use the conference mode, confident that their customer interactions are fully captured as part of their compliance fabric.

With this new feature, queues rather than sessions to an individual agent, are recorded. This means the entirety of the conversation can be captured and consolidated – simplifying administration and reducing compliance risks.

It’s available to all customers using our Teams recording service and has already been proven in trials with early adopters.

If you use Teams call queues please get in touch with your account manager or sales to learn more about how you can enhance customer service and satisfaction while also ensuring full compliance with applicable regulations.