4 Essential Features Of A Teams Call Recorder

Having a reliable Microsoft Teams call recorder solution is crucial to organisations for compliance, performance improvement, or reputation management. Businesses need a robust Teams call recorder that seamlessly integrates with their existing infrastructure. In this post, we explore the key requirements businesses should look for in a Teams call recorder solution.

Compliance Standards

Compliance is often the primary driver behind the adoption of Teams call recorder solutions. Organisations must ensure their call recorders meet stringent regulatory requirements to avoid hefty fines and legal complications.

Financial Services Compliance (FCA, Dodd-Frank, MiFID II, SCA)

Financial services businesses are subject to a myriad of regulations, including those from the FCA, MiFID II, and Dodd-Frank. These require recording and storing conversations related to transactions for up to seven years. A robust Teams call recorder solution helps businesses meet these requirements by:

• Recording all call types, including internal, external, Teams, mobile, and PSTN lines.
• Storing recordings securely for as long as necessary
• Encrypting recordings in a tamperproof format
• Tagging recordings with Legal Hold to prevent deletion during investigations

GDPR Compliance

The General Data Protection Regulation (GDPR) gives customers the right to request the deletion of their recorded calls. Businesses must comply, unless the recording is necessary to fulfil a service to the customer. A comprehensive Teams call recorder solution assists with GDPR compliance by allowing businesses to:

• Capture verbal consent to provide services
• Grant user permissions to delete recordings
• Control which calls are recorded by setting specific recording rules
• Audit all GDPR-related activities

PCI DSS Compliance

The Payment Card Industry Data Security Standard (PCI DSS) mandates that sensitive card details are not captured by call recorders. A suitable Teams call recorder solution must support compliance with PCI DSS by:

• Automatically pausing recordings during payment processes using payment field detection
• Working seamlessly with both app and browser payment solutions
• Tagging recordings where card payments are taken

Performance Improvement

Call recordings are a treasure trove of business intelligence. A good Teams call recorder ensures that businesses can harness this intelligence to improve performance and customer experience. Features that organisations should look for are:

Call Playback:
Reviewing conversations helps businesses get details right, reducing the likelihood of mistakes. It enables teams to provide exceptional customer service by paying attention to the finer details.

Live Listening:
Live listening allows managers to monitor staff performance in real-time, offering support and guidance as needed. This feature is vital for effective training and maintaining high service standards.

Quality Measurement:
Quality measurement tools in a Teams call recorder solution enable managers to assess call handling skills, identify knowledge gaps, and track employee progress. With comprehensive reports, businesses can ensure script adherence and identify upselling opportunities.

Speech Analytics:
Speech analytics transcribes recordings and scans them for keywords and sentiment. This feature helps businesses uncover product issues and customer behaviour trends quickly, feeding valuable insights back into business decisions, customer service strategies, and sales techniques.

Reputation Protection

A good Teams call recorder solution will help protect businesses from fraud, misconduct, and abuse, providing clear evidence of what was said and by whom. To ensure reputation is always protected, a business should look for a solution that has the following features:

Tagging:
Customisable tagging in a Teams call recorder helps improve the filtering of recordings, allowing businesses to quickly identify and address common or trending concerns in the contact centre.

Enterprise Encryption:
Recorded calls provide concrete evidence in disputes, including consent, agreements, and advice given. Tamper-proof encrypted recordings are admissible as legal evidence, ensuring businesses can resolve disputes quickly and amicably.

Legal Hold:
A robust Teams call recorder solution offers a Legal Hold feature that allows businesses to tag recordings for ongoing investigations, ensuring these recordings are not deleted according to the usual rules.

Integration and Ease of Use

A Microsoft Teams call recorder solution must be easy to implement and integrate with existing business tools to be effective. The best solutions offer seamless integration with minimal hassle.

Cloud Benefits:
A solution hosted securely in Azure provides all the benefits of a cloud solution without the need for lengthy installations or upfront fees. Businesses can get started quickly by connecting to their Teams tenant. The solution is easy to scale, upgrade, and maintain.

Microsoft Integrations:
A Teams call recorder solution should integrate seamlessly with other Microsoft tools to enhance workflow and business intelligence. For instance, speech analytics can send audio transcriptions to Microsoft Insights, or integrate with Dynamics 365 CRM to add recordings to customer files for better searchability.

Call Routing Agnostic:
A versatile Teams call recorder solution taps directly off the Teams tenant, making it compatible with various call routing methods, whether it’s a Calling Plan, Direct Routing, Contact Centre or others. It should capture every type of call efficiently.

Hybrid Solutions:
For businesses using a mix of Teams and traditional telephony, a hybrid call recording solution should records all calls, regardless of the telephony environment. This flexibility ensures businesses can find, store, and analyse all conversations in one place.

Teams Call Recording from Marlin Communications

Marlin Communications can provide your organisation with a Microsoft Teams call recording solution that is bespoke to your business requirements and ensures you can maintain compliance, enhance performance and protect your reputation.

Call 0800 032 8274 or click here to book a discovery call to assess your call recording requirements and future needs.

 

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