How Telephone Call Logging can help with Voice Recording Compliance

Problem:

We found that customers had a number of data sources that needed to be checked to ensure voice recording compliance was being met. This included: which individuals should be recorded; the retention period required and any unexpected recordings – calls diverted to extensions/external destinations that should not be recorded. They were having to check multiple data sources which was time consuming, laborious and was prone to user error. Data sources included:-

  1. Dealerboard configuration of the traders and their respective private wires/connections, this includes pre-set diversions and button configuration;
  2. Active Directory containing the organisational structure and cost centres;
  3. External database which contained additional trader information including whether they should be set-up for recording.

Solution:

As LUMBERJACK was already storing the call logging data from the Dealerboard, it was expanded to save the trader configurations including their voice recording set-up and also their trader button configuration.

This allowed for a report to be created on LUMBERJACK showing the settings for all traders on a customisable frequency (daily / weekly). Creating additional user defined fields in LUMBERJACK (agent settings and duration settings, etc.), we were able to import the final two external data sources.

This allows you to create reports that reflect all three data sources in a single report. Whilst the report did not contain any call data information, it could be added if required. It is also possible to set-up filters on the report, to show only inconsistencies, all trader set-ups or all third party information that was imported.  This report could then be emailed over to the compliance section.

Benefits:

  1. Having a single report makes it easy and obvious to show compliance.
  2. As reports are stored historically, we are expanding the compliance report to include a comparison. This will make it easy to show any alterations from one report to the next.  We will discuss in more detail, at another time.