Don’t make these costly compliance recording errors

If your organization has invested in a recording solution, it’s important to ensure that it’s always in tip-top working condition. This is crucial for businesses that are required to record their calls for legal or compliance purposes or those who need it for mission critical communications. In this article, we outline five common compliance recording mistakes that can result in system failure and expensive outcomes.

1. Resetting your compliance recording system at the wrong time

   Anytime your system gets reset – whether manually or due to unexpected circumstances like a power cut – and you only have a single-site solution and no other data recovery options, your call recording solution will cease to function.

   Without an uninterruptible power supply (UPS) to manage a controlled shutdown process, the reboot or shutdown can result in major call recording data loss.
   

2. Not configuring your antivirus properly

   While most recording systems can support antivirus software, an incorrectly configured one can result in disruptions in your system and cause your recording to stop. As such, you must ensure that your antivirus is configured properly by following your call recording vendor’s instructions.

   For example, certain folders or files may have to be excluded from your antivirus software, such as the ones where the audio recordings would normally be hosted. Depending on the solution, additional files might also need to be excluded.

   Also don’t forget to reinstate those parameters and inclusions when the antivirus is upgraded to a newer version as occasionally, an upgrade will reset the antivirus to its default settings.
   

3. Using outdated technology

   Investing in the latest regulatory technology at a time when budgets are already strained might seem counterintuitive. But organizations simply cannot afford to cut corners when it comes to compliance.

   As the scope of communication tools and channels burgeons, many businesses are finding it increasingly challenging to navigate the complexities and volatility of the regulatory space. Which is why the importance of finding the right solution that is robust, secure and is easy to deploy cannot be overstated.

   The right technology can increase efficiency, reduce the risk of fraud or error, and ensure the long-term viability of your compliance program.
   

4. Not prioritizing training and communication

   Of course, even the most advanced technology is only as effective as an organization’s ability to use it. Effective implementation is key to compliance success. As the case below shows, miscommunication can be extremely costly.

   In 2019, HSBC Private Bank was fined USD 270,000 for compliance failure after failing to record thousands of client order phone calls in two separate incidents. According to a statement from Hong Kong’s Securities and Futures Commission (SFC), the sanction arose from HSBC’s failure to set up or enable voice recording of telephone lines within its private banking division.

   The first incident occurred between April 2017 and January 2018, during which the recording functions of 58 shared telephone lines were disabled. As a result, a total of 5,200 order instructions from 627 client accounts were not recorded. According to SFC, miscommunication between two different engineering firms was to blame for the failure. A newer team was apparently unaware of the previous team’s default practice to pre-set all shared telephone lines with the recording function.

   The second incident involved the primary telephone line of a client service executive within the PBD. Its recording mechanism was faulty and was unable to capture roughly 630 order instructions from 44 client accounts as a result. The incident, which happened between July 2017 and January 2018, was down to a systems’ engineer who had turned off the recording mechanism by mistake, the SFC noted.
   

5. Upgrading your PBX or CTI version without informing the call recording vendor

   While upgrades to one system does not usually impact another, occasionally your call recording system might not support the upgrades you make to your PBX or CTI (Computer Telephony Integration), as there could be differences between versions. This typically results in errors that could stop your system from working properly.

   As such, it’s important for you as a customer to always inform your call recording vendor of any upgrades you intend to make, so that they may advise and support you if needed.

Take steps to avoid compliance recording mistakes or failures

Above are just five common errors that could cause your call recording system to fail. If you fear your call recording infrastructure may be vulnerable to human error or technological failures, get in touch with our team of experts for further information on call recording implementation and maintenance.