The COVID-19 pandemic upended conventional practices among industries across the globe, reducing in-person activities and requiring people to follow quarantine protocols. Moreover, the need to shift rapidly to a remote work set-up became paramount to minimise the likelihood of transmitting the virus. This sudden change was challenging for many, especially for enterprises in the regulated sector.
As employees began working from home, concerns surrounding the recording and archiving of business conversations arose. It was easier to monitor these communications in the pre-pandemic era because people still worked in offices. However, financial firms had to revise their policies to meet regulations during the global health crisis as they adopt a remote work model.
For example, mobile communication apps like WhatsApp, WeChat, Signal, and Telegram were not allowed in financial institutions before the COVID-19 pandemic. But with the many changes that transpired, customers require a convenient and trusted means of communication. If companies fail to meet their needs, clients will likely move to another firm that can satisfy their demand.
Consequently, banks and other financial institutions needed the right tools for mobile communications recording and archiving to ensure mobile compliance. Furthermore, they also needed to address typical confusions regarding an employee’s private conversations, such as if these messages are also being monitored if they use their personal devices for work.
Companies needed to assure their employees that only conversations from their business account on the mobile application are recorded and that their private messages are not affected. Archiving tools like the ones provided by TeleMessage enables institutions to do so. Still, when remote workers use corporate-owned devices, they must refrain from using these for personal use.
Communication compliance is a must for enterprises in the regulated industry, and the COVID-19 pandemic has significantly changed how companies move to adhere to regulations.
For more information on the matter, see this infographic from TeleMessage.