As people started working from home during the pandemic, communication became one of the significant challenges that emerged wherein businesses use video conferencing tools in hosting all meetings. There were new communication methods like mobile instant messaging applications amid the shifting work environment. The easy and fast approach of mobile messaging applications like WhatsApp, WeChat, Signal and Telegram became the preferred choice for communication, which also meant that there are also changes in call monitoring and communication compliance.
Evolution in compliance modelling driven by data and AI
The evolution from a rapid response and react model to an always-on continuous compliance model has pushed significant comprehensive data strategies. The new focus has drawn the attention of a new critical role of data capture to ensure that there is no risk on the client’s side as they communicate with an employee. The data within captured conversations can be an aspect to identify an employee’s health and mental state and determine their ability to handle a client.
The type of conversation between employees and clients mostly relies on regional and demographic preferences. Several western countries prefer voice conversations over chats. On the other hand, Asian market customers have an affinity for chats rather than voice calls. With that, the firms should understand the communication requirements of their clients and update policies and monitoring capacities.
Covid-19 and the trends in communication compliance
During the pandemic, businesses had revised the conventional practices and policies as employees started working remotely. The need for a transparent communication channel has increased, with its communication perspective going beyond geographic and cultural considerations for security and clarity of communication.
When it comes to considering the diversity of communication channels, including mobile instant messaging (IM) tools has been the right choice to address the need for clarity in matters that may further take the conversation to voice and video calls. The client’s preference is an aspect to be considered when catering to their needs with functions like Telegram recording and Telegram archiving for business-related conversations.
If you want to learn more about communication compliance in a post-Covid world, here is an infographic from TeleMessage.
