Call Recording

Call recording best practices require an understanding of legal as well as technical considerations. Over 25 years of integrating call recording solutions into telecoms platforms for public and private sector customers, we’ve developed a deep understanding of both.

Call recording, compliance and customer service

Call recording is a powerful business tool, particularly when integrated with call recording analytics. While any FCA-regulated company is legally bound to record telephone calls, call recording systems and analytics can provide valuable insights, evidence, and opportunities for quality control for any service-centric organisation with a focus on customer service.

How to record phone conversations and build business value

Whether you have to record phone calls for PCI DSS compliance, or you want to utilise it for staff training and quality control purposes, we have the experience and technical expertise to ensure that you deploy the best call recording software for the task, and that it’s seamlessly integrated with your telecoms platform to deliver maximum value with minimum disruption.

ARO offers a range of call recording software and apps along with analytical tools to provide valuable insights, evidence, and opportunities for quality control. With more than 25 years delivering such solutions for organisations across all sectors – including in our own business – our team of solution experts have the knowledge and experience to understand your business drivers and recommend a solution to ensure compliance and facilitate more informed conversations with your customers.

ARO can call on 25+ years of experience to ensure that your call recording technology integrates seamlessly with your telecoms platform and meets your business objectives while staying fully compliant with all call recording privacy, security and data protection standards.

Collaboration as a Service

ARO gives you integrated solutions that prioritise interoperability with your productivity. This means you get a customised single platform for your call recordings, with configurations and maintenance carried out through a single pane solution. Naturally, this gives you all the functionality needed to meet your compliance requirements.

Call recording for employee-customer experiences

Give your organisation the power to learn and improve from every interaction. Become even more proactive and productive in responding to evolving regulations, behaviours, and competitors. Gain the technology to playback, evaluate, and archive every customer contact.

Cross-industry, compliance-assured, call recording solutions

When you work with us, you instantly gain 25+ years of expertise and experience. That’s how you can be sure your call recording solution seamlessly integrates with your telecoms platform. Freeing you to focus on what drives revenue, rather than on what components connect to which network.

Deliver a memorable customer experiences at scale

You can seamlessly capture, archive, organise, play back and share voice recordings with our interaction recording solutions. Gain in-depth insight into your “voice-of the-customer”, uncover ways to improve the customer experience, and monitor employee performance to meet business objectives.

  • Minimising liability risk and ensuring regulatory compliance using tools to document every client transaction
  • Boosting operational efficiency by sharing information quickly, seamlessly and securely – without the need to transcribe
  • Identifying trends taking place within your business
  • Anticipating and resolving systemic issues with people or processes
  • Increasing revenues through sharing and promoting effective sales techniques

Call recording for compliance records

  • Choose from a simple call recording roll-out as part of a hosted phone solution. Or gain a bespoke solution for complying with your industry’s regulation, such as MiFID II, PCI, or HIPAA.
  • Detect emotions within customer conversations
    Harnessing the power of sentiment analysis
  • Verify whether your calls are meeting compliance requirements using advanced keyword spotting and speech analytics

Secure and protect call records

Managing built-in retention policies, permission levels, enterprise-grade encryption, with audit trails

Recorded interactions viewed by authorised employees only

  • Security with Single Sign-On and role-based access
  • Prevent unauthorised data loss – Sensitive data is hidden and encrypted

Define recording profiles to meet internal and external policy requirements.

Archive recorded sessions to separate storage locations.

Call recording captures and stores audio conversations between individuals, typically during telephone or VoIP (Voice over Internet Protocol) interactions. Call recording solutions can record both incoming and outgoing calls and store them in a secure and accessible format.

Call recording is mainly used for monitoring and assessing the performance of customer service representatives and dispute resolution. It can also provide examples for training purposes, allowing new employees to learn from real-life interactions.

Some industries and regions have regulatory requirements that mandate the recording and retention of certain types of calls (e.g. MiFID II in financial services). Call recording can also help to identify areas for improvement in customer service, ensuring better customer satisfaction. Other reasons businesses may need call recording include legal protection, training and development, and customer insights.

MiFID II (Markets in Financial Instruments Directive II) is a regulatory framework established by the European Union to govern financial markets and enhance investor protection. Part of MiFID II requires financial institutions to record and store all communications that are intended to result in a transaction, including telephone conversations and electronic communications.

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