Protect Your Contact Center from Threatening Phone Calls
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Protect Your Contact Center from Threatening Phone Calls

Threatening phone calls can occur anywhere including public facilities, stadiums, embassies, airports, train stations and business offices. And in recent years, the number of such threatening calls has risen sharply. Therefore, the police as well as security professionals suggest installing a communications recording system to securely capture these interactions.  

Communications recording solutions enable preservation of suspicious conversations simply by pressing a button on the phone. In addition to protecting agents and assisting the authorities, these solutions fulfill a fundamental fiduciary duty by employers to their staff. If a threat call is not recorded, critical background information could get lost or become distorted.

Threat Call Recording Process

Recordings of threat calls preserve call-index data such as the phone number of the caller, date, call time and duration. This information may be used as evidence or form the basis for police investigations. But the recorded conversations must be tamper-proof and securely preserved through encryption.

A threatening phone call could be handled through the following process:

  • Incoming phone call.
  • Agent realizes call is threatening.
  • Selects option to record interaction from the beginning.
  • Notification sent to internal security authority.
  • Authorities review the recorded conversation.
  • Archived as WAV-file for transmission via e-mail or on a storage medium.
  • Evaluation of threat and enforcement decision.
  • Recorded conversation used for investigation or evidence at trial.

Sophisticated recording solutions help corporate contact centers, as well as public institutions and authorities, in handling threatening calls. All conversations are saved in a volatile memory as META-files. Access to this memory is only possible if the files/conversations are marked as threatening calls by the recipient, and then only by individuals with appropriate access rights. Through state-of-the-art encryption mechanisms, communications recording solutions provide secure documentation of all threatening calls.

Threat Call Recording Functions

Communications recording systems permanently document a threatening telephone call by a simple key press on the phone or mouse click on the computer. At any time during the call, the function can be activated to save the entire call from the beginning. Integrated time-code systems can add further information, such as the exact date, time and duration of a call.

Furthermore, a configurable start/stop control ensures only threatening phone calls are preserved. All other communications will be immediately overwritten for protection of privacy. This mechanism is compliant with many international criminal codes enacted to protect confidentiality of oral communications. They limit the recording of phone calls to situations with concrete justification, such as an incoming threat call.

The recordings must be encrypted with a proprietary format and should be saved as a WAV or other common file type to facilitate review by standard players. Authorities and police often need copies of the recordings in standard formats for further investigations.

Conclusion

Communications recording solutions should assist contact center agents confronted by a threatening phone call by:

  • Enabling permanent documentation for police investigations.
  • Guaranteeing secure preservation through encryption.
  • Permitting easy operation by key press or mouse click.
  • Capturing call-index data such as the exact time and duration of the call.
  • Guaranteeing configurable control to ensure only threat calls will be recorded.
  • Offering modern search-and-replay functions.
  • Providing individual access rights.


Topics: Strategy & Planning, Technology

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