Cost management
Staff issued with mobile phones tend to regard them as for personal use, which can be 20-50% of a Corporate mobile phone bill. Recording ensures that only legitimate business calls are made. VAT savings can be made when it can be demonstrated that company mobiles are not used for personal calls.
Least Cost Routing can provide further savings on mobile to mobile and international calls.
Regulatory Compliance
Regulation is helping to drive the UK Financial industry, where the FSA (Financial Services Authority) has recently (March 2008) published proposals
Mobility
Allows users to make business calls while on the move whilst remaining within company internal risk management guidelines and external regulatory requirements
Extending Business Hours
Allows users to make business calls outside of normal business hours whilst being assured that all calls are being recorded in the same way that fixed office phones are.
Security
Many security breaches in companies are found in phone conversations whereby confidential information is disseminated outside, both intentionally and unintentionally. Call recording tracks these down.
Lone Worker Protection
Some users work in separate business units or in locations away from the main business, even on separate continents. This can pose challenges for inclusion in conventional fixed call recording systems. Small, affordable mobile call recording implementations can provide an effective voice compliance solution that also delivers flexibility.
Business Continuity Management
Financial Institutions are vulnerable in the case of a major emergency in a trading centre such as the City or Docklands. There can be a time delay before staff can reach BCM facilities. Markets can show extreme movements in these circumstances. Recording mobiles means that compliant trades can be made without delays making trading positions less vulnerable to huge losses.
Risk Management
Recording all mobile calls provides your company control over a potentially very disruptive business tool
Employee Training
Recording calls allows assessment of employees and identification of best practice and quality assurance as well as training needs. Recorded calls from good employees can serve during the training of new employees, for example when training new field sales staff. Calls to customers or clients can be sampled to assess customer response to communications.
Flexible Working
In 2007, over 50% of phone calls originated on a mobile and the figure is growing fast. Use of mobiles is becoming the norm for most businesses where personnel are not confined to a single location. Banks who do not provide means to make compliant calls on mobiles report difficulty in enforcing compliant behaviour. Now that mobile call recording is available, it may be a less effective defence to claim that a compliance breach was down to an individual not following policy, by using their mobile.
Real time applications can deliver "up to the second" information to mobile devices, such as BlackBerry, enabling decisions and actions to be made from a variety of locations.
Some clients are looking at using mobile call recording to support requirements under the Flexible Working Directive, particularly to enable parents to work more flexibly away from the office.