Employee Privacy

Mobile Phone Call Recording

Do you still have an extra business Cell phone in 2022?

As businesses moves away from landlines and embrace cell phones, the way we conduct business communications is changing. A recent study found that about 60% of business calls are made using cell phones. This number is only going to continue to grow in the years ahead. There are a number of reasons for this trend, but one of the most important is that cell phones allow us to be more mobile and flexible in our work. However, with this flexibility comes a new set of challenges. One of the most significant challenges is how to capture business calls and at the same time respect employee privacy.

 

There are several solutions on the market that purport to address this challenge, but most of them are either too demanding on employees (and thus less effective) or too restrictive for customers. Neither of these options is ideal. What we need is a solution to the issue businesses face today – how to capture business calls without infringing on employee privacy. In this blog post, we will discuss several solutions to this problem.

To understand the rationality behind this problem we must first understand why this is in fact a problem. The answer lies in the business methodology that has been used since we developed the ability to record and log customer interactions.

As with any process and particularly in business, efficiency is often closely related to the effectiveness of the management and revision of a particular process that is being done.

Therefore, it is of the utmost importance to enable customer-facing employees the ability to record and log interactions with the company’s customers, allowing for the revision and streamlining of the process and insights into the business customers’ set of needs and preferences.

Today, with privacy being of increasing concern for individuals everywhere there is a reluctance to allow organizations the freedom to access and listen to personal interactions. This is due in part to the recent media coverage of companies like Facebook who have been caught mishandling user data.

As a result, business calls are now often made using cell phones rather than landlines. This poses a new challenge for businesses – how to capture business calls without infringing on employee privacy.

There are a few ways to tackle this problem. Varying from Voice over IP to SIM-based solutions that allow employees various degrees of control over the recording of their conversations with clients. This is then logged into the company database for future access – at the employees discretion. The advanced solutions allow for CRM integration and intricate use of the data that was logged for further analysis and investigation.

The decision of which solution to use will come down to the business’s needs and the level of privacy that employees are comfortable with.

Mobile2CRM offers a great example of the complete solution that allows for the integration of the interactions logged – turning them into meaningful business insights for your business – all while looking out for your employee’s privacy! We hope this blog post has shed some light on the issue of how to capture business calls while respecting employee privacy.

Picture of Ron Barak

Ron Barak

VP Business Development

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