Compliance Officer Strategies for the Changing Text Archiving and Call Monitoring Landscape

Saying that it is currently a challenging time for corporate communication compliance officers is an understatement that puts the situation mildly. Compliance to record text messages as a function and company culture has grown more complex. The changes in compliance are due to changing employee behavior and shifting technological makeup for organizations.

Call Monitoring Requirements

Along with the current misconduct in using various mobile channels for illegal activities, numerous factors have motivated corporate executives and critical regulators to demand more control over internal communications. Specifically, they require compliance officers to demonstrate tighter text archiving rules and a more efficient system for call monitoring policies.

As a result, compliance officers are fulfilling new hats and initiating cross-division collaboration to monitor and lessen communication compliance risks effectively.

Vague Compliance Objectives Due To Changing Regulations 

One of the current issues of concern for communication compliance officers worldwide is the rapid rise of legislation and regulations that have upended currently existing systems and practices.

One example of the new legislation is the General Data Protection Regulation or GDPR in the European Union (EU). This legislation requires companies inside and outside the EU to process EU citizens’ data to obtain user consent before processing it, like recording voice calls. Another example of the changes in legislation is the new and amended MiFID II rules for call recording, which requires companies to record phone calls in the highest quality possible.

This new legislation presents a challenge for compliance officers as it challenges technological capabilities and muddles the current change of command. It has become difficult for chief compliance officers to distribute the task to the right person with adequate job expertise and experience in both subjects.

The evolving landscape in modern communication compliance led to numerous developments and revisions for implementing text archiving and call monitoring policies. Businesses must be aware of these changes and their implications to adapt to an ever-changing landscape in organizational communication.