Businesses have their own internal protocols. These standards and procedures are designed to keep a company’s name reputable, and employees are expected to abide by these arrangements.

Like how employees follow what is on their company handbook, businesses are also expected to oblige with the call monitoring program. A call monitoring program is an essential regulatory component for any organization, particularly financial institutions. This allows businesses to standardize the quality of their company. This is especially crucial for large corporations, as managing your data and coursing through your team’s work can be a bit more challenging. Mobile call monitoring is also a great way to make sure that your company’s vision and mission are being carried out by your staff.

But more than for business’s advantage, call monitoring is for compliance. Regulators such as the Financial Conduct Authority (FCA) and Markets in Financial Instruments Directive II or MiFID II enforce directives for call monitoring businesses. Failure to comply with the regulations can cause punishable offenses for a company. 

Financial institutions must have strict internal controls to ensure customer information is kept secure and that they are treated fairly according to the regulators’ standards. Financial firms must also implement inflexible call monitoring solutions that allow compliance officers to determine whether their advisors comply when transacting with customers via mobile devices.

The FCA and MiFID II require financial companies to have a recording of telephone conversations and electronic communications. This include but is not limited to text messages, mobile calls, and WhatsApp chats. 

These firm call monitoring requirements are just the tip of the iceberg. There is more to know about all these laws and regulations. And to have a deeper understanding of these call monitoring program regulations, you can check this infographic by Telemessage.