MiFID II is coming and companies are running out of time to ensure they comply with the strict new rules for call recording. The revised legislation poses a unique set of challenges – there’s much more to compliance than simply recording conversations.
One of the most complex areas of the new GDPR rules concern call recording and storage, which is classified as a form of data processing. As a result many businesses are still facing a big challenge to be compliant. Watch our webinar to learn the key stages to getting your call recording strategy ready for GDPR.
The Markets in Financial Instruments Directive II, known
as MiFID II, and the accompanying Markets in Financial
Instruments Regulation (MiFIR) will take effect, with a zero-
tolerance policy, on January 3, 2018.
It will expand on existing rules, under MiFID, which is the
framework of EU legislation for investment intermediaries
that provide services to clients around ‘financial
instruments’, and the organised trading of financial
Customer experience is important for most
organisations. While multichannel customer service is
growing rapidly, the way in which customers experience
calls is still on the frontline of a brand’s perceived
One of the biggest challenges for the evaluation
of customer calls, however, is providing quality
management beyond random sampling of agent
performance. How can organisations measure and
evaluate employee performance, and provide a
structured training schedule, while maintaining a focus
on providing exceptional customer service?
Creating a personalised training plan template for
employees allows supervisors and management to
ensure that corporate goals and benchmarks are met
by individuals and teams. Different individuals and
teams need tailored targets and training programmes to
ensure that their full potential is met. However, finding
the time for training sessions means that end-users
and supervisors are removed from the front line for
prolonged periods, and poses a challenge for customer
and sales organisations alike.
Quality management is one of the biggest challenges facing organisations, particularly those with call and contact
centres. Ensuring that individuals and teams have a structured training schedule and, importantly, are performing
to the required level and meeting corporate targets and goals is timeconsuming - and challenging to evaluate.
The scoring and benchmarking of individuals and teams
against customised parameters allows organisations to
understand employee performance and productivity at
a granular level. To secure these benefits, organisations
need rich data sets that give actionable insight for
quality management programmes and for measuring
How a leading emergency services provider addressed the problem of recording communication and ensured efficient, post-incident access for investigation.
Touch is a trusted provider of services for recording, storing and accessing fixed and mobile voice calls, and digital communications. Our service ensures that you will meet all relevant legal and compliance requirements for your industry, providing the reassurance you need.
Call recording is not a new practice and has, in fact, been
around for some time. Law enforcement professionals
began using hardware to record telephone calls as early
as in the 1890s.
If you have an enquiry or a question, send an email to Even Hovde, one of our experts.