Why Record?

Cacti’s top five reasons why you should record:·

  1. Legal Compliance
  2. Information Validation
  3. Quality Assurance
  4. Performance Reviews
  5. Security

Reason 1: Legal Compliance

In regulated industries, recording activities gives both the company and the consumer some degree of legal protection and the Federal Trade Commission Safeguards Rules, the Health Information Portability and Accountability Act (HIPAA) and the Gramm-Leach-Bliley Act (GLBA) now require that the companies subject to those rules and regulations establish a comprehensive information security plan.

HIPAA requires healthcare institutions to enact and enforce security measures so that patient information remains confidential. GLBA, government and other agencies also require similar provisions. Should an institution fail to comply, it will be subject to regulatory enforcement actions, including fines, litigation and/or license revocation.

The National Association of Securities Dealers (NASDAQ) requires that both verbal and electronic correspondence with public customers be maintained. When an employee or other representative of any broker-dealer telephones or sends business related information electronically, it must be preserved and maintained in a manner that verifies the authenticity of the collected data. This also encompasses web based email from home, all chat conversations and instant messaging.

Legislation such as the Sarbanes-Oxley Act, passed in response to the Enron/Arthur Anderson scandal, imposes severe penalties for the destruction of data, including verbal and electronic data. Other recent legislation establishes a compelling obligation for businesses to preserve electronic data that may be relevant to an audit or legal matter.

Reason 2: Information Validation

Information taken by customer service personnel are frequently recorded and monitored. Recorded information are stored in a server module that can be easily accessible to supervisors.

Reason 3: Quality Assurance

Recording employee interactions with customers allow managers to evaluate and improve the effectiveness of their customer service policies and the performance of their employees, leading to improved customer satisfaction, increased operational efficiency, reduced costs, and reduced employee turnover.

Reason 4: Performance Reviews

Customer service personnel are frequently recorded and monitored as they field calls. Recorded calls are reviewed with supervisors to evaluate and improve job performance.

Reason 5: Security

Most security threats are created when employees disseminate confidential information, either intentionally or unintentionally. Recording and monitoring telephone calls improves security dramatically by providing an audit trail in case of abuse, and perhaps more importantly, by preventing abuse by encouraging employees to rise to a new level of vigilance.