Good call: Irish businesses can now record and store mobile calls with customers.

Ciara O'Reilly
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On: 11 Jul 2019
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Mobile Call Recording Blog

Many of us are familiar with the standard customer service message ‘this call is being monitored for quality and training purposes’ while we wait on hold. What you might not know is that, until recently, it hasn’t been possible to record those conversations if the calls are mobile to mobile.

In the latter case, this becomes a challenge when mobile accounts for more than four-fifths of voice minutes in Ireland. In the first quarter of 2019, mobile calls were 82.2 percent of the total compared to just 17.8 per cent for fixed-line calls, according to the latest available data from ComReg. Since Q1 2017, business fixed-line call minutes have been consistently falling. At the same time, working patterns are changing, as more people work remotely outside of traditional offices. There are around 216,000 people now working this way in Ireland, say Grow Remote.

The compliance challenge.

As well as changing work styles and mobile habits, legal requirements are also affecting how businesses record calls with customers. In January 2018, the EU Markets in Financial Instruments Directive (MiFID II) came into effect. It imposes more stringent requirements on financial service providers such as banks, insurance companies and brokers, to record every call, or text message, that could result in a commercial transaction. The directive covers all communication, not just fixed-line calls.

Let’s take a hypothetical example of a trader who is having a conversation with clients, and who might not necessarily be in their normal working environment when a call takes place. If the client calls them on their mobile, the trader hasn’t instigated the communication. Yet under MiFID II, the trader’s firm must keep a copy of that recording, and of every communication with every client, stored for seven years.

The app gap.

Until now, financial companies in the Irish market had struggled to find a technical solution for this need. In the scenario described above, the trader may not be in a position to ask the client to call back to a specific landline. Although there are some apps with call recording features, they would require the company to set a policy that all communications must take place through the app. However there are obvious gaps from a regulatory compliance perspective if an employee of a financial services company forgets to use the app when making or taking a call from a client. For financial providers, any solution to capture these communications needs to be ironclad.

Mobile call recording services specifically supports the regulatory needs of companies in the financial sector, and they are also useful in other compliance-driven industries like legal and healthcare. All recordings are stored for seven years as standard, in line with MiFID II, but for disputed issues where there may be a risk of litigation, individual communications can be tagged so they will be retained for longer.

It’s also clear that the potential use cases for mobile call recording are much broader still, and there are some compelling reasons for many types of businesses to adopt it. For example, they might want to improve the customer experience, streamline their internal HR processes, or to have a backup record of a call in the event of a dispute.

Sometimes, a business need will drive a longer retention period than seven years. For example, a healthcare provider may want to keep long-term records on file, as this makes sense in the context of building a full health history of a patient over time.

Supporting supplier-customer relationships.

Mobile call recording can support any relationship between a supplier and customer. It can create transparency in cases where one party orders materials by phone. A key benefit is that it’s possible to break out each voice track to identify what’s being said, in the case where both sides are talking over one another.

Having a clear, undisputed record of all communications removes any misunderstanding. It can quickly clarify details such as quantity or price and is especially useful in industries where time is a critical factor, such as with perishable foods. People tend to be more circumspect when sending emails because by definition it’s a written record. Mobile call recording offers similar levels of accountability, and this can drive improved staff behaviour over time.

For mobile salespeople, having the ability to record interactions with customers is a helpful supporting tool. Managers that have records of previous calls can provide better quality of support and training to their staff, by coaching them to handle various scenarios that might have emerged from a particular call with a customer.

Ease of use.

Mobile call recording allows managers or team members to retrieve single calls or messages easily by time and date through a web portal. It is supports compliance with regulations because the recording happens at the network level for all inbound and outbound calls. Three is the first provider in the Irish market to provide this service.

All in all, mobile call recording is a great example of technology that was developed for one purpose, becoming useful in many different arenas. Whether your needs are driven by compliance or you see the opportunity to improve customer service, the ability to capture voice and text communications via mobile has a wide range of use cases in business.

For more information, call our Business Advice team on 1800 200 017 or