Communication Compliance In A Post-Covid World

The COVID-19 pandemic has brought many changes in people’s lives worldwide as lockdowns and restrictions were imposed to prevent the further spread of the outbreak. One of these changes is in the work environment. Many industries such as financial firms and banks started adopting the remote work setup and attending online meetings to continue being productive.

During the pandemic, communication was one of the biggest challenges as video conferencing tools were being used in place of physical meetings. New communication methods emerged, such as the prevalent use of mobile instant messaging applications like WhatsApp, WeChat Signal, and Telegram in communicating with clients. These were initially not permitted in financial firms, but today, they are the preferred choice of communication among customers and employees in the new work environment.

With these changes also comes a shift in the regulatory compliance teams. From a multi-jurisdictional complexity, they are now adopting a platform-based approach that can address global regulation requirements for call monitoring. With this new approach, comprehensive data strategies in monitoring conversations and Telegram recording have also grown in importance.

Another change that occurred due to the onset of the pandemic is the revisions of practices and policies as employees started working from a remote location. The need for a transparent communication channel for clients and employees only increased in importance. The communication perspective regarding this concerns geographic and cultural considerations and ensuring security and clarity of communication.

Furthermore, upholding privacy regulations have also become a priority as the shift in communication channels happened. The firm should inform its clients that the conversations with employees are being monitored for compliance purposes. Consent is also needed for the monitoring of business-related conversations and interactions. Archiving solutions display a notice in the chat screen as interactions take place.

However, archiving conversations alone is not the final step that is involved in communication compliance. The archived conversations between customers and employees are also investigated using AI and data models to ensure no violations and illegal trade practices.

For more details about communication compliance, here is an infographic provided by TeleMessage.