Call Record and Store – available on all BCH services
Call recording is an integral part of business today. Recording calls to monitor agents’ performance helps to ensure great customer service. Call recording from BCH helps you manage your service, meet regulatory requirements (GDPR and MiFID II) and maximise performance.
GDPR impacts the way you record calls. A caller’s consent to record is necessary unless recording is for a specific regulatory purpose. Using BCH call recording solutions ensures compliant recording to protect key areas of your business.
We achieve compliance by playing a fixed and immutable ‘opt in to record’’ prompt at the beginning of every call: customers opt in or out. This is time and date stamped. Details are available for your records to safeguard against any possible future disputes over customer data. All recordings can be easily and securely searched for and retrieved via our Web Portal.
We offer a full range of MiFID II compliant solutions with full log-in access as well as encrypted long-term storage.
Built with functionality in mind, our online management portal allows you to search recordings by a range of parameters including dialled number, caller’s number, date and time. Recordings can be downloaded and played, emailed to a designated address or sent via FTP to your own servers. Recordings can be stored for up to six years. ‘Recording on Demand’ options allow you to toggle recordings on and off during a call. Recording can also be set to start automatically, but only stored if, either during or after the call, this option is specifically selected by the agent.
Inbound and Outbound Recording
Not only can inbound calls be recorded, outbound calls can also be routed through our hosted platform for secure recording. All call recordings, both inbound and outbound, can be securely stored in a single location.