Contact Babel's recent research reveals that an overwhelming 95% of contact centers currently use call recording technology. Surprisingly, only 1% of surveyed contact centers have no plans to adopt call recording in the future. Additionally, approximately 19% of contact centers plan to upgrade their call recording solutions. Below, we present some key emerging trends and influences in phone recording for business.
Remember the Rules from the Regulator
Call recording practices are greatly influenced by two significant compliance regulations: GDPR and PCI/DSS. Although the GDPR was implemented in 2018, there is still some uncertainty about its interpretation of call recording.
One crucial aspect impacted by these regulations is the "right to be forgotten." If you request it, any customer or user has the right to have their data deleted. However, businesses are not automatically required to delete this information upon request. There could be valid reasons for retaining and storing such data that outweigh GDPR requirements. Legal obligations, contractual agreements, or even considerations of public interest can all justify the need to preserve recordings.
Additionally, PCI/DSS is another important regulation that addresses the recording and storage of credit card information. Most businesses have already implemented systems and processes to ensure the secure handling of sensitive data, either by not storing it or by employing robust security measures. Call recording systems have long provided ways to redact credit card details, aligning with these regulations. However, the evolving landscape of contact centers, now operating across multiple channels, requires redaction across all recorded media types to protect sensitive information.
New Technologies in Call Recording
Since you don't need to prove and explain the importance of call recording, it's worth talking about technologies that can take your business to the next level. Start with the iPhone call recorder app and try what this app has to offer. iCall can record incoming and outgoing calls without any time limit. It can become an iPhone phone recorder if you use voice memos. Also, iPhone call recording via call recorder occurs in high quality, that is, they can then be used for AI recognition. You can easily send and edit saved recording calls on your smartphone. A free trial period is also available.
Several businesses are currently choosing to upgrade their call recording solutions by transitioning to cloud-based communications. Vendors usually rely on third-party services to process sensitive recordings for their analytics applications, like text transcription or text analytics. You should be aware of this and evaluate the overall security of the solution accordingly. Cloud computing offers high security, reliability, cost-effectiveness, and efficiency, making it an appealing choice for migrating broader communication systems.
In the contact center industry, it is widely acknowledged that Robotic Process Automation (RPA) is gaining prominence. More and more organizations are utilizing AI and machine learning to automate tasks such as quality management. Previously, supervisors had to dedicate substantial time to listening to weekly sets of recordings. They would then use the insights gathered to identify agents' training and mentoring needs. However, by incorporating RPA into the quality process, organizations can monitor all calls instead of just a sample, thereby enabling the identification of gaps and trends that require attention.
Standalone applications for call recording systems are still widely available. However, the market for these applications is nearing saturation. The real growth lies in the associated analytics applications, such as speech and text analytics, which are sold alongside the core call recording product.
These applications are becoming easier to use as they present extracted data more clearly and understandably. They eliminate the need for expensive data scientists to interpret the information, making them more appealing to mid-market enterprises.
Customer Behavior Analytics
Understanding the entire process is becoming increasingly important due to the range of channels and the complexity of how you interact with brands. Monitoring and fully comprehending this process can be achieved through the use of customer journey analytics. It helps identify both the strengths and weaknesses of customer service. Although primarily utilized by large enterprises currently, customer journey analytics is evolving rapidly and will eventually extend to the mid-market.
Call recording technology has advanced significantly thanks to technology. It has greatly reduced the reliance on manual labor. With the help of cloud computing and automation systems, working with large amounts of data has become possible. This provides businesses with valuable insights into customers, their requests, and their behavior. Now, businesses can benefit from call recording technology without having to invest heavily in business solutions. For most purposes, regular smartphone applications are sufficient. So, what can you say? The future is already here.