During the COVID-19 pandemic, there were many changes that people experienced worldwide due to the lockdowns and restrictions. One of these changes is the shift of the work environment, which shattered long-standing conventional practices. Industries such as financial firms and banks faced the need to work from home and attend online meetings to stay productive.
Amid all these changes, communication was one of the greatest challenges during these times. Many companies now use video conferencing tools for meetings in place of physical meetings. As employees started adjusting to a remote work setup, the need for new communication methods has arisen, such as the prevalent use of mobile instant messaging applications like WhatsApp, WeChat, Signal, and Telegram. Initially, these were not permitted in financial firms, but today, it has been the preferred choice to communicate among clients and employees.
As new communication channels became prevalent, there were also changes in regulatory compliance as they shifted to a platform-based. This approach addresses global regulatory requirements and the emerging importance of comprehensive data strategies when it comes to call monitoring.
In addition, conventional practices and policies also saw a change as the need for a transparent communication channel for clients and employees increased. The communication perspective involved in this is not just concerned with geographic and cultural aspects. It also considers the concerns on security and clarity of communication.
When it comes to monitoring business conversations through Telegram recording, it is also essential to uphold privacy regulations by informing clients that business-related conversations are being monitored. Additionally, consent is also needed when recording and monitoring conversations between clients and employees. Archiving solutions usually display a notice in the chat screen that informs about the monitoring of conversations and interactions. Aside from this, archived conversations should also be investigated using AI and data models to check for any violations in regulations and policies.
If you want to learn more information about communication compliance, here is an infographic provided by TeleMessage.